Principle 4: Response

Le résumé fourni par la source

The Response is the point at which we find the hallmark of customer service and the Exceptional Experience. Reactions come from impulse. Even the most trained and disciplined employees often cannot control reactions. Response find in between the event and the reaction. The purpose of this book is to bring about a metanoia-a Greek term for a change in the way that you think. It all starts with a change in your thought process and then in your nomenclature and daily practices. When you do this, you automatically begin to train yourself into a new way of thinking. Response should be a frame of mind. The 10 response -related Disney Non-Negotiables presents details such as the detail, engagement, urgency, insight, empathy, process, adaptation, validation, anticipation, recovery.

Ce résumé expose les affirmations des auteurs. BNTIC ne l’interprète pas comme une validation indépendante des résultats.