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Service Magic: The Art of Amazing Your Customers epub download

by Chip Bell,Ron Zemke


Customer service wizards Chip Bell and Ron Zemke have decades of experience advising and coaching the world's biggest businesses in the fine art of providing excellent service.

Customer service wizards Chip Bell and Ron Zemke have decades of experience advising and coaching the world's biggest businesses in the fine art of providing excellent service. In their new book, Service Magic, the authors use examples from diverse industries to reveal inventive-and fun-approaches to customer service.

Service Magic: The Art of Amazing Your Customers.

Zemke, Ron; Bell, Chip .

Zemke, Ron; Bell, Chip R. Publication date. Foreword; Contents; Acknowledgments; Section 1: The Anatomy of Service Magic; Chapter 1: The Art and Craft of the Stage Magician; Chapter 2: The Service Magic Method; Chapter 3: Place, Process, Performance; Section 2: Place Magic; Chapter 4: Natural Place Magic; Chapter 5: High-Level Man-Made Place Magic; Chapter 6: Applying Little Magics in Big Places; Chapter 7: Third Place Magic; Section 3: Process Magic; Chapter 8: Process Magic; Chapter 9: Magical Scripts; Chapter 10: The Six Secrets of Magical Service Recovery; Section 4: Performance Magic; Chapter 11: Reading Your Audience.

Service Magic is not about creating illusions. It is a powerful book that applies the art and skill of stage magic to the creation of a service experience that seems magical.

p. cm. Includes index. Service Magic is not about creating illusions. What does that look like? When the service you receive leaves you with a smile on your face and a story to tell, you have just had a bona fide service magic experience. It is precisely that magic that Ron Zemke and Chip Bell now bring within the reach of any willing reader.

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Like stage magic, service magic is made up of more than tricks, hocus-pocus and bravado. Service magic is an art and depends on developing customer rapport, excellent timing, and hours of practice. This guide uses examples from diverse industries to reveal inventive approaches to customer service.

Management & Management Techniques. Service Magic : The Art of Amazing Your Customers. By (author) Ron Zemke, By (author) Chip Bell.

Chip is the author or co-author of fifteen books, including Service Magic: How to Amaze Your Customers (with Ron Zemke); Customer Love: Attracting and Keeping Customers for Life; Customers As Partners: Building Relationships That Last; Managers As Mentors: Building Partnerships Fo. .

Chip is the author or co-author of fifteen books, including Service Magic: How to Amaze Your Customers (with Ron Zemke); Customer Love: Attracting and Keeping Customers for Life; Customers As Partners: Building Relationships That Last; Managers As Mentors: Building Partnerships For Learning; Managing Knock Your Socks Off Service (with Ron Zemke); Dance Lessons: Six Steps to Great Partnerships. in Business and Life (with Heather Shea); and Beep-Beep!: Competing in the Age of the Road Runner (with Oren Harari)

Manufacturer: Kaplan Publishing Release date: 22 April 2003 ISBN-10 : 0793164672 ISBN-13: 9780793164677.

Like stage magic, service magic is made up of more than tricks, hocus-pocus, and bravado. Service magic is an art and depends on developing customer rapport, excellent timing, and many hours of practice. Customer service wizards Chip Bell and Ron Zemke have decades of experience advising and coaching the world's biggest businesses in the fine art of providing excellent service. In their new book, Service Magic, the authors use examples from diverse industries to reveal inventive-and fun-approaches to customer service. Using new models for creating customer delight, they share a conjurer's trunk of ideas for sweeping away the mundane and creating customer experiences that will leave customers delighted, charmed, and wanting to come back for more. Readers will learn about the magic-building customer service strategies at play in industries such as: • Hospitality-How Marriott, Ritz-Carlton Hotels, Hotel Monaco, Old Faithful Inn, Berns Steak House, and Radisson have performed service magic for retaining guests, especially during a downturn in the travel and leisure market. • Financial services-How do USAA and American Express keep their customers happy when so many financial services companies are churning accounts faster than the Fed can drop interest rates? • Health care-See how some of the biggest health care providers, including Mayo, Aurora Health, Children's Memorial Hospital of Chicago, Grace Presbyterian Village, and Wayzata Dental, have created caring, nurturing, and helpful environments for patients and families. • Retail-Byerly's, SuperQuinn, Mary Jane's Farm, Macaroni Grill, Victoria's Secret, and Sewell Village Cadillac are vastly different retailers. Nevertheless, they share some common approaches to service and customer care. • Entertainment-Universal Studios, Disney World Resorts, All Outdoor White Water Rafting, and the St. Paul Saints have all captured the hearts and souls of customers through the magic of service.

Service Magic: The Art of Amazing Your Customers epub download

ISBN13: 978-0793164677

ISBN: 0793164672

Author: Chip Bell,Ron Zemke

Category: Business and Money

Subcategory: Management & Leadership

Language: English

Publisher: Kaplan Business (April 22, 2003)

Pages: 272 pages

ePUB size: 1859 kb

FB2 size: 1325 kb

Rating: 4.4

Votes: 132

Other Formats: rtf lrf azw mobi

Related to Service Magic: The Art of Amazing Your Customers ePub books

Fawrindhga
great book
Fawrindhga
great book
Ce
Several chapters in, many examples of success stories. Not enough of the how to get to that point in your business.
Ce
Several chapters in, many examples of success stories. Not enough of the how to get to that point in your business.
ᴜɴɪᴄᴏʀɴ
Thank-you ,the book arrived in new condition, Mailing was on the date of arrival.Even packaged so it would not be effected by the rain. Sincerly Adrienne
ᴜɴɪᴄᴏʀɴ
Thank-you ,the book arrived in new condition, Mailing was on the date of arrival.Even packaged so it would not be effected by the rain. Sincerly Adrienne
Domarivip
Ron Zemke takes the emotion that is tied up with the wonder of Magic and translates that experience over to the same feelings that customer should receive when they interact with our business. While the world of "slight of hand' is just that, illusion, the world of customer service cannot be. Instead we must take the basic structure used to design a magic performance and use that as a template for building out a plan for customer service.

Zemke lays out a fairly decent plan for the reader to follow and consider; beginning with the art of misdirection and ending with the wonder of the stage exit or "out". This plan is followed by many of today's most successful companies and has proven to evoke a similar feeling of wonder and amazement experienced on many of Vegas' nightly shows.

A great quote from this book is "You can't force customers to take part in the magic, but you can invite them to come and play along." Businesses that are sure to succeed no matter what the state of the economy, are those that invite the customers to participate and become part of the story.
Domarivip
Ron Zemke takes the emotion that is tied up with the wonder of Magic and translates that experience over to the same feelings that customer should receive when they interact with our business. While the world of "slight of hand' is just that, illusion, the world of customer service cannot be. Instead we must take the basic structure used to design a magic performance and use that as a template for building out a plan for customer service.

Zemke lays out a fairly decent plan for the reader to follow and consider; beginning with the art of misdirection and ending with the wonder of the stage exit or "out". This plan is followed by many of today's most successful companies and has proven to evoke a similar feeling of wonder and amazement experienced on many of Vegas' nightly shows.

A great quote from this book is "You can't force customers to take part in the magic, but you can invite them to come and play along." Businesses that are sure to succeed no matter what the state of the economy, are those that invite the customers to participate and become part of the story.
Flash_back
Despite the rather strained analogy and the authors' laborious attempts to make it amusing for 248 pages, this book does offer some genuine magical flashes of customer service insight. You will learn a great deal that is worth knowing. Many of these insights are the kind of pointers on customer service that bear repeating, rereading and remembering. The magic metaphor is a worthy attempt to make them fresh again, and to examine the elements of place, performance and process, step by step. We recommend this book for new magicians, and even for magicians with experience who need to renew their customer service razzle-dazzle. Now, show `em how you pull that rabbit out of your hat!
Flash_back
Despite the rather strained analogy and the authors' laborious attempts to make it amusing for 248 pages, this book does offer some genuine magical flashes of customer service insight. You will learn a great deal that is worth knowing. Many of these insights are the kind of pointers on customer service that bear repeating, rereading and remembering. The magic metaphor is a worthy attempt to make them fresh again, and to examine the elements of place, performance and process, step by step. We recommend this book for new magicians, and even for magicians with experience who need to renew their customer service razzle-dazzle. Now, show `em how you pull that rabbit out of your hat!
happy light
A book about magic, which is supposed to somehow tie to customer service...
happy light
A book about magic, which is supposed to somehow tie to customer service...