TY  - BOOK
AU  - Gallo,Carmine
TI  - The Apple experience: the secrets of delivering insanely great customer service 
SN  - 9780071793209 (alk. paper)
U1  - 658.8/12 23
PY  - 2012///
CY  - New York
PB  - McGraw-Hill
KW  - Customer services
KW  - Consumer satisfaction
KW  - Creative thinking
N1  - Introduction: enriching lives -- Inspiring your internal customer -- Dream bigger -- Hire for smiles -- Cultivate fearless employees -- Build trust -- Foster a feedback loop -- Develop multitaskers -- Empower your team -- Serving your external customer -- Follow Apple's 5 steps of service -- Reset your customer's internal clock -- Sell the benefit -- Unleash your customer's inner genius -- Create wow moments -- Rehearse the script -- Deliver a consistent experience -- Setting the stage -- Eliminate the clutter -- Pay attention to design details -- Design multisensory moments -- Conclusion: the soul of Apple
ER  -