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.

Service Magic: The Art of Amazing Your Customers

Business & Money

Zemke, Ron

Bell, Chip

Management & Leadership

Kaplan Publishing

You may have your industry’s most prolific product or service in the marketplace, but your customers’ loyalty and checkbooks will only go as far as your customer service will allow. In the end, customers will not recognize the minor advantages of your superior product, but poor customer service will stand out like the Vegas strip on a moonless night. So the most vital question any manager or business owner can ask themselves today is, how well are you training, coaching, and supporting your company’s frontline employees?The invaluable, must-have Managing Knock Your Socks Off Service shows managers and supervisors how to: • Find and retain service-oriented people • Understand customer needs, expectations, and desires • Build a service vision • Design a user-friendly service delivery process • Involve and inspire employees • Recognize and reward good performance Fully updated with new chapters on: learning from lost customers; inciting passion and incentivizing service; fostering trust; and delivering great customer experiences online, this indispensable resource provides absolutely everything managers need to ensure their frontline employees become their company's biggest asset.

Managing Knock Your Socks Off Service

AMACOM

Mike Lang is on a mission... a mission of revenge.As his best friend, Jake Sullivan, remains in a coma, near death, Mike is on a hunt for his assailant, the Leader of Group 45.Traveling to Cuba, he seeks out an old friend for help, only to find that it is his help that is needed.Trying to discover the plot behind a new biological weapon and watching his back, as he closes in on the Leader, Mike is forced to confront old ghosts and new dangers.Passions run hot as a final confrontation will only allow one survivor.

Cuban Crime of Passion (Jake Sullivan Series)

Mystery, Thriller & Suspense

Thrillers & Suspense

Independently published

Jake Sullivan is back. After waking from his coma and rehabilitating his mind and body, he heads to Key West with Mike Lang to combat a new threat. But he is still plagued with severe headaches, lack of focus, and trouble remembering important details of the night he was shot. A late night assault at his office turns out to be the catalyst that allows him to concentrate and focus once again. Although the headaches are gone, he still cannot remember the thing he knows to be the key to everything! At the same time, he and Mike are hunting for a deadly toxin threatening the Keys, a hunt that ultimately leads them to the Bahamas and to the discovery of who is friend and who is foe.

Gypsies in the Palace (Jake Sullivan Series)

“Everything’s changed.” So says Jake Sullivan as he recalls his recent past.Dealing with private and professional turmoil, Jake, and his best friend, Mike Lang, find themselves on the hunt in Key West, trying to unravel an assassination plot in this tropical paradise.Only here could a high school reunion, a Vice-President Elect, and thousands of Parrotheads attending a Meeting Of The Minds, all play a part in their attempts to take down an evil mastermind.And, only at the final confrontation, will Jake discover just how treacherous change has become.

We Are The People Our Parents Warned Us About (Jake Sullivan Series)

Trouble in Margaritaville Jake Sullivan had everything—his dream job as the chief prosecuting attorney in the Miami Office of the Justice Department, a loving family, and good friends. Many would describe him as a bulldog of a man with a strong moral streak. No one would have predicted what was actually to come. When Jake Sullivan takes on a high profile case, he naturally anticipates both a moral and a professional victory. But when his drinking and obsession with the horrific nature of the crimes involved cloud his judgement, the case is thrown out of court and a cold-blooded killer goes free. Shattered and mired in self-pity, Jake withdraws from his family and takes off for Key West where he builds a small practice fighting marine insurance companies. One night, still haunted by his failures, Jake stumbles upon a covert meeting between Attorney General Benjamin Matthews, the man who fired him, and the serial killer he let go free. What follows is Jake’s fight for redemption and his life as he unravels a Machiavellian plot that leads from Key West to the White House. This is the first book in the Jake Sullivan Series. Also by Chip Bell: "Trying to Reason with Hurricane Season" and "Havana Daydreamin'"

Come Monday (Jake Sullivan Series)

Mystery

It is the end of June and President Jordan Fletcher has just negotiated a historical treaty with Cuba, and its signing will be held at the end of October in Miami. Because of Fletcher s past relationship with him in the Benjamin Matthews matter, he has asked Jake Sullivan to coordinate the treaty signing ceremony. Just as Jake and his investigator and close friend, Mike Lang, begin their job, they receive the astounding news that Benjamin Matthews has died in prison of a heart attack, at the same time learning that an assassination plot has been hatched against the President and Raul and Fidel Castro. Working with a threat analysis expert from the Secret Service, Jonathan Clark, and Paula Cortez, a specialist in Cuban affairs from the FBI, who appears to be more than just a former colleague of Mike Lang, Jake sets about trying to diffuse the plot by discovering the identity of a mysterious assassin known only as The Agent , employed by an even more secret organization, The Birth of New Madrid. As the summer months move by with the assassin still on the loose, the tension builds at Jake s office, just as tension builds out on the open water as a very active hurricane season is underway. Worrying about Mother Nature and the plot at hand, Jake and his team finally come face to face with their mysterious assassin and soon come to realize he is only part of a much greater threat. Racing to save the treaty signing and the lives of the President and the Castro brothers, this second novel by Chip Bell heads to an explosive finish where Jake discovers the true nature of the danger they face and finds himself in one final battle a battle for his life and the lives of his family now that he realizes the ultimate truth the target all along was him.

Trying to Reason with Hurricane Season (Jake Sullivan Series)

It s the summer of 1958, and Meyer Lansky, the mob s accountant, is barely a warm breeze away from seeing the crown jewel of his gambling empire sparkling on the ocean: Havana, the Monte Carlo of the Caribbean. Then... Castro came down from the mountains, armed and on a mission. Batista s days were numbered, and so was his patronage of Lansky and his cronies. It was said Lansky moved hundreds of millions of dollars out of Cuba. But, when he died in 1983, his estate was reported to be worth only sixty thousand dollars in cash. What happened to the money? With the ratification of the treaty between the U.S. and Cuba, President Jordan Fletcher is encouraging American entrepreneurship on the island. Enter the mob...with a revived dream of government-sanctioned criminal enterprise. Two competing factions are vying to become the new Havana Mob and each knows the key to success is finding Lansky s missing millions. One faction, led by the mysterious Le Lisiado, is on the offensive: Paula Cortez, President Fletcher's liaison to the new Cuban government, is kidnapped When Mike Lang learns of the kidnapping, he rushes to Havana to save the woman he loves. Threating Paula's death, Le Lisiado blackmails Mike into finding the lost Lansky millions. Desperate for help, Mike calls upon his best friend, Jake Sullivan. Aided by a former Lansky employee, Silvio Caroselli, and Manuel Ortega, the new Chief of Havana Police, Mike and Jake track clues through a maze of leads, racing to find the treasure and save Paula s life. Chip Bell's third novel takes the reader on a twisted treasure hunt that begins in 1950s Havana and leads to an ending that no one, especially Jake and Mike, could have thought possible.

Havana Daydreamin' (Jake Sullivan Series)

Jake Sullivan has just returned from a life and death struggle in Mexico, and still faces an ongoing battle with Group 45.He soon finds himself in a confrontation with a late night assailant, the descendent of a minor historical figure of the Nineteenth Century, who provides Jake with an amazing tale and a strange drawing that may hold the key to solving a murder clouded by history and finding the long-lost City of Gold.Once again, Jake and Mike embark on an adventure, aided by a knowledgeable young intern from the Federal Institute of Native Studies, and, as usual, the warning sign circling slowly on the surface of the water does not even begin to represent the dangers and discoveries to be found far below.

FINS (Jake Sullivan Series)

Having narrowly escaped a deadly attack in Bavaria, Jake and Mike return to Washington, D.C., and reveal what they believe to be the true identity of “The Package” and the role played by Group 45 in its disappearance. Still in need of the key to break Simon Branson’s code, and ordered by President Fletcher to verify the identity and whereabouts of “The Package”, Jake and Mike travel to South America and then Mexico in search of the truth. That truth will come to light in a final confrontation in Tampico, Mexico, where unspeakable evil was hidden for decades in the world of art and culture. The final confrontation between Jake and Mike and the leaders of Group 45 is an unbelievable ending they never saw coming.

Tampico Trauma (Jake Sullivan Series)

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