عنوان

Customer tells :

(Number (ISBN

1419596098

(Number (ISBN

9781419596094

Number

b740740

Title Proper

Customer tells :

General Material Designation

[Book]

Other Title Information

delivering world-class customer service by reading your customers' signs and signals /

First Statement of Responsibility

Marty Seldman, C. John Futterknecht, Benjamin S. Sorensen.

Place of Publication, Distribution, etc.

New York :

Name of Publisher, Distributor, etc.

Kaplan Pub.,

Date of Publication, Distribution, etc.

©2007.

Specific Material Designation and Extent of Item

xx, 265 pages ;

Dimensions

23 cm

Text of Note

Includes bibliographical references (pages 251-253) and index.

Text of Note

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.

0

Text of Note

What trait do championship poker players and world-class customer service professionals have in common? The ability to reliably read people. Customer Tells focuses on the key concept of the "tell," the ability to read mannerisms, to understand what people mean but are not saying, and to respond accordingly. In poker, the "tell" means knowing the cards a competitor holds; in customer service, it means understanding the customer's subtle ways of communicating how they want to be treated, even if they can't articulate it. Seldman uses the principles of Customer Tells in his seminars nationwide. By teaching business professionals of every level how to read tells in customers' communication styles, body language, dress, questions, reactions, facial expressions, and choices of words, he has increased both their bottom line and employee retention levels.

Customer services.

Customer services.

Number

Edition

Class number

Book number

Seldman, Marty.

Futterknecht, C. John.

Sorensen, Benjamin.

Date of Transaction

20201204014115.0

Electronic name

[Book]

Y