The Secrets of Delivering Insanely Great Customer Service
Slutsåld
Carmine Gallo is the communications coach for the world's most admired global brands. A former anchor and correspondent for CNN and CBS, Gallo is a popular keynote speaker and has worked with executives at Intel, Cisco, Chevron, Hewlett-Packard, Coca-Cola, Pfizer, and many others. Gallo writes "My Communications Coach," a regular column for Forbes.com. He has written several internationally bestselling and award-winning books, including The Innovation Secrets of Steve Jobs, The Presentation Secrets of Steve Jobs, and The Power of foursquare. Gallo has been featured in the Wall Street Journal, the New York Times, Success magazine and on CNBC. Learn more about him at www.carminegallo.com.
Acknowledgments
Introduction: Enriching Lives
Part I: Inspiring Your Internal Customer
Chapter 1: Dream Bigger
Chapter 2: Hire for Smiles
Chapter 3: Cultivate Fearless Employees
Chapter 4: Build Trust
Chapter 5: Foster a Feedback Loop
Chapter 6: Develop Multitaskers
Chapter 7: Empower Your Employees
Part II: Serving Your External Customer
Chapter 8: Follow Apples Five Steps of Service
Chapter 9: Reset Your Customers Internal Clock
Chapter 10: Sell the Benefit
Chapter 11: Unleash Your Customers Inner Genius
Chapter 12: Create Wow Moments
Chapter 13: Rehearse the Script
Chapter 14: Deliver a Consistent Experience
Part III: Setting the Stage
Chapter 15: Eliminate the Clutter
Chapter 16: Pay Attention to Design Details
Chapter 17: Design Multisensory Experiences
conclusion: the soul of apple
Notes
Index