Seldman, Marty
Customer tells : delivering world-class customer service by reading your customers' signs and signals / Marty Seldman, John Futterknecht, Ben Sorensen. - Florida, USA : Optimum Press, 2017. - xix, 233 p. 23 cm.
Includes bibliographical references (p. 251-253) and index.
Contents:
Introduction
The fundamentals
The golden rule : treat others the way you want to be treated
Self-talk : creating a positive attitude
Listening skills
Problem solving
Customers on tilt
Customer tells
The platinum rule : treat people the way they want to be treated
In-the-moment tells : customer reactions
In-the-moment tells : where the tells are
In-the-moment tells : responding to tells
Communication style habits
Dimensions of the communication styles model
Four communication styles
Reading communication styles
Adapting to styles
Your most difficult style
Cultural tells
Third party tells
Changing customer service culture
Creating a customer service culture.
9781735059310 (pbk.)
Customer services.
Customer services.
658.812 SEL
Customer tells : delivering world-class customer service by reading your customers' signs and signals / Marty Seldman, John Futterknecht, Ben Sorensen. - Florida, USA : Optimum Press, 2017. - xix, 233 p. 23 cm.
Includes bibliographical references (p. 251-253) and index.
Contents:
Introduction
The fundamentals
The golden rule : treat others the way you want to be treated
Self-talk : creating a positive attitude
Listening skills
Problem solving
Customers on tilt
Customer tells
The platinum rule : treat people the way they want to be treated
In-the-moment tells : customer reactions
In-the-moment tells : where the tells are
In-the-moment tells : responding to tells
Communication style habits
Dimensions of the communication styles model
Four communication styles
Reading communication styles
Adapting to styles
Your most difficult style
Cultural tells
Third party tells
Changing customer service culture
Creating a customer service culture.
9781735059310 (pbk.)
Customer services.
Customer services.
658.812 SEL
