他帶領四萬名員工，讓同仁都變成服務專家，從選才、培訓到現場實務，激發感情到調解顧客刁難，世界級專家用真實故事告訴你，人人都能追求誠意待客的真諦。 從基層服務生入行，到迪士尼樂園、萬豪酒店、希爾頓飯店高階經理人，客戶體驗領域最權威專家李‧科克雷爾( Lee Cockerell)以40餘年實踐經驗，分享從「心」出發的熱情，打動了員工、再打動客戶，讓顧客不僅感動更會感謝。 客戶服務人人都懂，到了現場卻行
The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business –
Whether you run your own company or work for a large corporation, establishing customer loyalty is a prerequisite for business growth. In The Customer Rules, C. Britt Beemer, a leading consumer resear
Most organizations struggle to really improve one of the most important factors of their success: the sales and service experiences they offer customers. Despite extensive--and expensive--efforts, thi
Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can’t be duplicated: unique, outstanding custom
Colleagues, friends, and lovers know Dodge Hanley as a private investigator who doesn’t let rules get in his way—in his private life as well as his professional one. If he breaks a heart, or bends the
In Operations Rules, David Simchi-Levi identifies the crucial element in a company’s success: the link between the value it provides its customers and its operations strategies. Operations Rules offer
“The customer is not always right, but he or she is always the customer.” That's customer service expert Don Gallegos' mantra. His 52 Rules will help you create a company that is focused on giving the
The options customers have today to get what they want are so plentiful that not a single company, or representative of that company, can afford to be powerless in the competitive world of service. In
"To carry out a customer-centric strategy, every company needs a customer bible like The Ten Demandments to believe in and to execute against." --Guy Kawasaki, CEO, Garage Technology VenturesThe Ten D
The inside story of the gaming company that hit the jackpot playing by its own rules Robert L. Shook, a New York Times bestselling author, delves into the business behind one of the world's foremost g
How do you attract and retain customers in a world where they’re writing the rules? The corporate landscape is in a state of upheaval with a highly contested global marketplace and customers who deman
In this revised and updated paperback of The New Rules of Sales and Service, bestselling author David Meerman Scott demystifies the new digital commercial landscape and offers inspiring and valuable g
Sales and service are being radically redefined like never before. With buyers now in possession of unlimited information, online content is quickly becoming the dominant driver for commerce. Today an
Created especially for the Australian customer!Facts, tips and stats for players, spectators and coaches!Fully updated with all the latest rule changes and including expanded skills, coaching and trai
