The experience : the 5 principles of Disney service and relationship excellence /

• Main Authors: Loeffler, Bruce (Author), Church, Brian T. (Author)
• Format: eBook
• Language: English
• Published: Hoboken, New Jersey : Wiley, [2015]
• Subjects: Walt Disney Company.; Customer services.; Customer relations.; BUSINESS & ECONOMICS / Industrial Management; BUSINESS & ECONOMICS / Management; BUSINESS & ECONOMICS / Management Science; BUSINESS & ECONOMICS / Organizational Behavior; Electronic books.

This is a guide to mastering the art of customer service and service relationships, based on the principles employed at the Walt Disney Company. Based on the I. C.A.R.E. model, the five principles Impression, Connection, Attitude, Response, and Exceptionals give you a solid framework upon which to r...