000			01469cam a22002894a 4500
001			UPMIN-00021978027
005			20230601131030.0
008			120213s2012 nyua 000 0 eng
020			_a9780071793209 (alk. paper)
020			_a0071793208 (alk. paper)
040			_aDLC _cDLC _dDLC
042			_apcc
090		0	_aHF5415.5 _b.G356 2012
082	0	0	_a658.8/12 _223
100	1		_aGallo, Carmine. _912480
245	1	0	_aThe Apple experience : _bthe secrets of delivering insanely great customer service / _cby Carmine Gallo.
250			_a1st ed.
260			_aNew York : _bMcGraw-Hill, _cc2012.
300			_a234 p. : _bill. ; _c24 cm.
505	0		_aIntroduction: 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.
650		0	_aCustomer services. _912197
650		0	_aConsumer satisfaction.
650		0	_aCreative thinking.
037			_bThe Asia Foundation. _cGift
905			_aFo
999			_c16459 _d16459