000			01559cam a22003014a 4500
001			17162546
003			OSt
005			20140603133100.0
008			120213s2012 nyua 000 0 eng
010			_a 2012005418
020			_a9780071793209 (alk. paper)
020			_a0071793208 (alk. paper)
040			_aDLC _cDLC _dDLC
042			_apcc
082	0	0	_ar 658 GAL _223
100	1		_aGallo, Carmine.
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.
650		0	_aConsumer satisfaction.
650		0	_aCreative thinking.
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2ddc _cRF
999			_c34502 _d34092