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Service magic : the art of amazing your customers / Ron Zemke and Chip Bell.

By: Zemke, Ron.
Contributor(s): Bell, Chip R [(j.a.)].
Publisher: [Chicago] : Dearborn Trade Pub., c2003Description: xiii, 248 p. : ill. ; 23 cm.ISBN: 0793164672 (pbk.).Subject(s): Customer services -- United States | Consumer satisfaction -- United States | Customer loyalty -- United States | Service industries -- Customer services -- United StatesDDC classification: 658.812
Contents:
Acknowledgments. - Section 1. The Anatomy of Service Magic. 1. The Art and Craft of the Stage Magician. 2. The Service Magic Method: An Architecture for Practical Amazement. 3. Place, Process, Performance: The Three Ps of Service Magic. - Section 2. Place Magic. 4. Natural Place Magic: Nature's Own ... Plus. 5. High-Level Man-Made Place Magic. 6. Applying Little Magics in Big Places. 7. Third Place Magic. - Section 3. Process Magic. 8. Process Magic: Blending Comfortable Consistency with Surprise. 9. Magical Scripts. 10. The Six Secrets of Magical Service Recovery. - Section 4. Performance Magic. 11. Reading Your Audience. 12. Magical Rapport: Matching Trick to Audience. 13. Delivering Magical Dialogues. 14. The Tenants of Performance Magic. - Section 5. A Different Kind of Magic: The Virtual Realm. 15. Virtual Place Magic. 16. Virtual Performance Magic. 17. Virtual Process Magic. - Sect. 6. Where the Three Ps Come Together. 18. Romano's Macaroni Grill: Where Life Is Delicious - and a Little Magical. 19. Von Maur: Midwestern Magic Spreads Across the Prairie. 20. Children's Memorial Hospital: We're Not in a Hospital Anymore, Toto. 21. All-Outdoors Whitewater Rafting: Where Magical Rides Start on Virtual Rivers. 22. QVC: Real People Creating Virtual Magic. - Section 7. The Service Magician's Pocket Toolkit: Something Old, Something New, Many Things Borrowed, Nothing Blue. 23. Place Pocket Service Magic. 24. Process Pocket Service Magic. 25. Performance Pocket Service Magic. 26. Magical Recovery. Appendix A. The Service Magic Impact Audit. - Appendix B: Recommended Resources. - Endnotes. - Index. - About the Authors.
Item type Current location Call number Copy number Status Notes Date due Barcode Remark
Main Collection TC External Storage
658.812 ZEM (Browse shelf) 1 Available GENxx,GENxx,02,GR 5000069777 Please fill up online form at https://taylorslibrary.taylors.edu.my/services/external_storage1

Acknowledgments. - Section 1. The Anatomy of Service Magic. 1. The Art and Craft of the Stage Magician. 2. The Service Magic Method: An Architecture for Practical Amazement. 3. Place, Process, Performance: The Three Ps of Service Magic. - Section 2. Place Magic. 4. Natural Place Magic: Nature's Own ... Plus. 5. High-Level Man-Made Place Magic. 6. Applying Little Magics in Big Places. 7. Third Place Magic. - Section 3. Process Magic. 8. Process Magic: Blending Comfortable Consistency with Surprise. 9. Magical Scripts. 10. The Six Secrets of Magical Service Recovery. - Section 4. Performance Magic. 11. Reading Your Audience. 12. Magical Rapport: Matching Trick to Audience. 13. Delivering Magical Dialogues. 14. The Tenants of Performance Magic. - Section 5. A Different Kind of Magic: The Virtual Realm. 15. Virtual Place Magic. 16. Virtual Performance Magic. 17. Virtual Process Magic. - Sect. 6. Where the Three Ps Come Together. 18. Romano's Macaroni Grill: Where Life Is Delicious - and a Little Magical. 19. Von Maur: Midwestern Magic Spreads Across the Prairie. 20. Children's Memorial Hospital: We're Not in a Hospital Anymore, Toto. 21. All-Outdoors Whitewater Rafting: Where Magical Rides Start on Virtual Rivers. 22. QVC: Real People Creating Virtual Magic. - Section 7. The Service Magician's Pocket Toolkit: Something Old, Something New, Many Things Borrowed, Nothing Blue. 23. Place Pocket Service Magic. 24. Process Pocket Service Magic. 25. Performance Pocket Service Magic. 26. Magical Recovery. Appendix A. The Service Magic Impact Audit. - Appendix B: Recommended Resources. - Endnotes. - Index. - About the Authors.