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Customer tells : delivering world-class customer service by reading your customers' signs and signals / Marty Seldman, John Futterknecht, Ben Sorensen.

By: Seldman, Marty
Contributor(s): Futterknecht, John -- author | Sorensen, Ben -- author
Material type: TextTextLanguage: English Publisher: Florida, USA : Optimum Press, 2017Description: xix, 233 p. 23 cmISBN: 9781735059310 (pbk.)Subject(s): Customer services. Customer servicesDDC classification: 658.812 SEL
Contents:
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.
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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.

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