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Service Magic: The Art of Amazing Your Customers | 
 enlarge | Authors: Chip Bell, Ron Zemke
Publisher: Kaplan Business
Category: Book
List Price: $18.95
Buy Used: $3.25
You Save: $15.70 (83%)
New (3) Used (16) Collectible (2) from $3.25
Rating:  1 reviews
Sales Rank: 768155
Media: Paperback
Pages: 272
Number Of Items: 1
Shipping Weight (lbs): 0.8
Dimensions (in): 9 x 6 x 0.7
ISBN: 0793164672
Dewey Decimal Number: 658.812
EAN: 9780793164677
ASIN: 0793164672
Publication Date: April 22, 2003
Availability: Usually ships in 1-2 business days
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Product Description
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 as: • 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.
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| Customer Reviews:
A Good Read! June 3, 2004
Rolf Dobelli (Luzern Switzerland)
0 out of 4 found this review helpful
Despite the rather strained analogy and the authors' laborious attempts to make it amusing for 248 pages, this book does offer some genuine magical flashes of customer service insight. You will learn a great deal that is worth knowing. Many of these insights are the kind of pointers on customer service that bear repeating, rereading and remembering. The magic metaphor is a worthy attempt to make them fresh again, and to examine the elements of place, performance and process, step by step. We recommend this book for new magicians, and even for magicians with experience who need to renew their customer service razzle-dazzle. Now, show `em how you pull that rabbit out of your hat!
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