عنوان

Customer tells :

شابک

1419596098

شابک

9781419596094

شماره

b740740

عنوان اصلي

Customer tells :

نام عام مواد

[Book]

ساير اطلاعات عنواني

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

نام نخستين پديدآور

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

محل نشرو پخش و غیره

New York :

نام ناشر، پخش کننده و غيره

Kaplan Pub.,

تاریخ نشرو بخش و غیره

©2007.

نام خاص و کميت اثر

xx, 265 pages ;

ابعاد

23 cm

متن يادداشت

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

متن يادداشت

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.

بدون عنوان

0

متن يادداشت

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.

موضوع مستند نشده

Customer services.

موضوع مستند نشده

Customer services.

شماره

ويراست

شماره رده

نشانه اثر

مستند نام اشخاص تاييد نشده

Seldman, Marty.

مستند نام اشخاص تاييد نشده

Futterknecht, C. John.

مستند نام اشخاص تاييد نشده

Sorensen, Benjamin.

تاريخ عمليات

20201204014115.0

نام الکترونيکي

نوع ماده

[Book]

تكميل شده

Y