Like stage magic, service magic is made up of more than tricks, hocus-pocus, and bravado. Service magic is an art and depends on developing customer rapport, excellent timing, and many hours of practice. Customer service wizards Chip Bell and Ron Zemke have decades of experience advising and coaching the world's biggest businesses in the fine art of providing excellent service. In their new book, Service Magic, the authors use examples from diverse industries to reveal inventive-and fun-approaches to customer service. Using new models for creating customer delight, they share a conjurer's trunk of ideas for sweeping away the mundane and creating customer experiences that will leave customers delighted, charmed, and wanting to come back for more. Readers will learn about the magic-building customer service strategies at play in industries such Hospitality-How Marriott, Ritz-Carlton Hotels, Hotel Monaco, Old Faithful Inn, Berns Steak House, and Radisson have performed service magic for retaining guests, especially during a downturn in the travel and leisure market. Financial services-How do USAA and American Express keep their customers happy when so many financial services companies are churning accounts faster than the Fed can drop interest rates? Health care-See how some of the biggest health care providers, including Mayo, Aurora Health, Children's Memorial Hospital of Chicago, Grace Presbyterian Village, and Wayzata Dental, have created caring, nurturing, and helpful environments for patients and families. Retail-Byerly's, SuperQuinn, Mary Jane's Farm, Macaroni Grill, Victoria's Secret, and Sewell Village Cadillac are vastly different retailers. Nevertheless, they share some common approaches to service and customer care. Entertainment-Universal Studios, Disney World Resorts, All Outdoor White Water Rafting, and the St. Paul Saints have all captured the hearts and souls of customers through the magic of service.

zlib/Business & Economics/Management & Leadership/Zemke, Ron.; Bell, Chip R. [Zemke, Ron.; Bell, Chip R.]/Service Magic_6127618.epub

Ron Zemke and Chip Bell

Ron Zemke; Chip R. Bell

Chip Bell, Ron Zemke

Dearborn Financial Publishing, Incorporated

Dearborn Real Estate Education

Kaplan Publishing

Kaplan Business

United States, United States of America

[Chicago], Illinois, 2003

April 22, 2003

PT, 2003

Includes bibliographical references (p. 229-232) and index.

Like stage magic, service magic is made up of more than tricks, hocus-pocus and bravado. Service magic is an art and depends on developing customer rapport, excellent timing, and hours of practice. This guide uses examples from diverse industries to reveal inventive approaches to customer service. Using new models for creating customer delight, this work shares a conjurer's trunk of ideas for sweeping away the mundane and creating customer experiences that will leave customers delighted and charmed. Readers will learn about the magic building customer service strategies at play in industries such as hospitality (how Marriott, Ritz-Carlton Hotels, Hotel Monaco, Old Faithful Inn, and Radisson have performed service magic for retaining guests), financial services, health care, retail, and entertainment (Universal Studios, Disney World Resorts, All Outdoor White Water Rafting, and the St Paul Saints have all captured the hearts and souls of customers through the magic of service)

Today's customers are surrounded by lackluster, mediocre service in every industry. How can you win their attention, admiration, and loyalty? By using the magic of amazement, delight, and enchantment to create a customer experience that soars far beyond their highest expectations. Service wizards Ron Zemke and Chip Bell share their powerful bag of tricks to help you add zest, memorability, and value to your customers' experience in ways they would never expect. Real-life examples from a range of diverse industries reveal inventive, fun, and sometimes even zany approaches to customer service. No matter what industry you're in, Service Magic will help you create an extreme level of customer delight -- and loyalty. Discover the magic formula to amaze your customers today -- and secure their trust for the future.

Magic tricks that keep customers coming back for more! According to a recent study, one of the top five challenges facing CEOs today is improving customer service. Service Magic presents inventive, fun, and unexpected ways to surprise and delight your customers and maintain their loyalty

Audience chatter quiets to a murmur as the houselights darken.

2020-11-03