"How to tell your clients and customers I. C.A.R.E."--cover.

Includes index.

Title Page; Copyright; Foreword; Acknowledgments; Part I: Preshow (Setting the Stage); Chapter One: The Experience Path: Why We Wrote the Book and How to Use It; Why Ambassadors?; Why Disney?; Chapter Two: The "I. C.A.R.E." Principles; Do You Care?; Chapter Three: Five Levels of the Experience: What Level Are You?; What Level Are You On?; Motel "X"; The Staggering Results; Why Are the Levels Important?; Now What?; Part II: Onstage (The Customer Interface); Chapter Four: Principle 1: Impression; Impression 1.1: Engage; Impression 1.2: Intentional; Impression 1.3: Senses

Impression 1.4: EmotionImpression 1.5: Presentation; Impression 1.6: Professionalism; Impression 1.7: Pristine; Impression 1.8: Pride; Impression 1.9: Likeability; Impression 1.10: Consistency; Chapter Five: Principle 2: Connection; Connection 2.1: Communication; Connection 2.2: Deliberate; Connection 2.3: Personalize; Connection 2.4: Affirmation; Connection 2.5: Knowledge; Connection 2.6: Interaction; Connection 2.7: Respect; Connection 2.8: Trust; Connection 2.9: Relationship; Connection 2.10: Finishing; Chapter Six: Principle 3: Attitude; Attitude 3.1: Idealism; Attitude 3.2: Choice

Attitude 3.3: DesireAttitude 3.4: Yes; Attitude 3.5: Happiness; Attitude 3.6: Optimism; Attitude 3.7: Expectations; Attitude 3.8: Persistence; Attitude 3.9: Ownership; Attitude 3.10: Illumination; Chapter Seven: Principle 4: Response; Response 4.1: Detail; Response 4.2: Engagement; Response 4.3: Urgency; Response 4.4: Insight; Response 4.5: Empathy; Response 4.6: Process; Response 4.7: Adaptation; Response 4.8: Validation; Response 4.9: Anticipation; Response 4.10: Recovery; Part III: Backstage (The Internal Interface); Chapter Eight: Principle 5: Exceptionals; Exceptionals 5.1: Culture

Exceptionals 5.2: ExcellenceExceptionals 5.3: Ethos; Exceptionals 5.4: Accountability; Exceptionals 5.5: Teaming; Exceptionals 5.6: Investment; Exceptionals 5.7: Training; Exceptionals 5.8: Development; Exceptionals 5.9: Extraordinary; Exceptionals 5.10: Enjoyment; Chapter Nine: Finale: The One Level Challenge: What about You or Your Company Says, "I. C.A.R.E."?; The Next Level; Leave the World Behind; Index; End User License Agreement

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 raise the level of your customer experience. You will learn how to identify your customer service issues and what level of experience you are currently offering. You can then determine exactly what the "customer experience" should be for your company, and the changes required to make it happen. Topics include: "the experience" and what it means to the organization; the five levels of experience, and why most companies fail at it; service problems that face every company in the marketplace; the experience quotient and applying the I. C.A.R.E. principles; converting customers to ambassadors who share their story with others. -- Edited summary from book.

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