books by Tom Connellan

books by Tom Connellan

books:

Tom Connellan

Las 7 Claves Del �xito De Disney / Inside the Magic Kingdom: Seven Keys to Disney's Success
Tom Connellan

Panorama Editorial S.A. De C.V., 1998

Inside the Magic Kingdom : Seven Keys to Disney's Success

Tom Connellan

Bard Press, 1997

If only every company used these princples
I was in the process of introducing some new processes relating to dealing with our cusotmers, so I purchased this book. It is wonderful - and if you want a real treat attend the park after reading it. It will amaze you how this organization goes out of their way to ...

E-Service: 24 Ways to Keep Your Customers--When the Competition Is Just a Click Away

Ron Zemke, Tom Connellan

AMACOM, 2000

Retain or Die
I have a bias which Zemke and Connellan apparently share: Literally anyone who has any contact with a customer (or client) is a "customer service representative." They include whoever answers the telephone; whoever greets visitors at the door or encounters them within ...

Sustaining Knock Your Socks Off Service (Knock Your Socks Off Series)
Tom Connellan, Ron Zemke

AMACOM, 1993

Cancelled flights, damaged goods, botched bills, locked-up software -- these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again! But these mad-as-hell customers can be wooed back through skillful, planned "service recovery". And, surprisingly, customers who experience world-class Knock Your ...