By Chip Bell, Ron Zemke
Like level magic, provider magic is made from greater than tips, hocus-pocus, and bravery. carrier magic is an artwork and is dependent upon constructing purchaser rapport, very good timing, and plenty of hours of perform. customer support wizards Chip Bell and Ron Zemke have many years of expertise advising and training the world's largest companies within the effective artwork of supplying first-class provider. of their new ebook, carrier Magic, the authors use examples from various industries to bare inventive-and fun-approaches to customer support. utilizing new versions for growing client pride, they percentage a conjurer's trunk of principles for sweeping away the mundane and developing consumer reports that may go away clients overjoyed, charmed, and desirous to come again for extra. Readers will know about the magic-building customer support innovations at play in industries equivalent to: • Hospitality-How Marriott, Ritz-Carlton inns, resort Monaco, outdated devoted resort, Berns Steak apartment, and Radisson have played carrier magic for keeping visitors, in particular in the course of a downturn within the trip and rest marketplace. • monetary services-How do USAA and American show preserve their clients satisfied while such a lot of monetary prone businesses are churning debts quicker than the Fed can drop rates of interest? • future health care-See how the various greatest healthiness care services, together with Mayo, Aurora well-being, kid's Memorial health facility of Chicago, Grace Presbyterian Village, and Wayzata Dental, have created worrying, nurturing, and useful environments for sufferers and households. • Retail-Byerly's, SuperQuinn, Mary Jane's Farm, Macaroni Grill, Victoria's mystery, and Sewell Village Cadillac are enormously diversified outlets. however, they proportion a few universal techniques to carrier and shopper care. • Entertainment-Universal Studios, Disney global motels, All outside White Water Rafting, and the St. Paul Saints have all captured the hearts and souls of consumers in the course of the magic of provider.
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Additional info for Service Magic: The Art of Amazing Your Customers
Sample text
As many would-be dot-com entrepreneurs have learned the hard way, there is more to online success than simply opening up a portal, giving it a memorable name, buying a database, and lining up some products. A successful e-organization must have a presence, a story, and a sense of the experience—and magic—it wants to create for the customer. 28 SERVICE MAGIC Walk into the Godiva shop in Water Tower Place shopping center on Chicago’s Michigan Avenue and you know you’ve entered a special space. With your first breath you inhale the rich, decadent smell of chocolate.
It is the “gestalt”—the totality of the performance—that awes and amazes. Illusions like sawing a woman in half, passing swords through an assistant in a woven basket—even the venerable pulling a rabbit from a hat trick—are, in fact, quite simple tricks. They amaze time after time, because the magician creates the illusion that much more is happening than meets the eye, giving the audience more to look at, think about, and be amazed by than simply the trick. Case in point: Rabbit from the Hat Pulling a rabbit from a top hat is actually a simple trick.
Audience members are more than observers of magic acts—the stage magician makes them part of the action through volunteers. The volunteer who steps up on stage vicariously represents every individual in the audience. Inclusion doesn’t require personal, active participation from everyone in the audience—it’s a state of mind that engages observers in the experience. ” Magicians use inclusion as a tool to form an emotional connection with the audience—as if they are all fellow travelers along the road to enchantment.