|
" Customer tells : "
Marty Seldman, C. John Futterknecht, Benjamin S. Sorensen.
| Document Type
|
:
|
BL
|
| Record Number
|
:
|
969453
|
| Doc. No
|
:
|
b723823
|
| Main Entry
|
:
|
Seldman, Marty.
|
| Title & Author
|
:
|
Customer tells : : deliver world-class customer service by reading your customers' signs and signals /\ Marty Seldman, C. John Futterknecht, Benjamin S. Sorensen.
|
| Publication Statement
|
:
|
New York :: Kaplan Pub.,, ©2007.
|
| Page. NO
|
:
|
1 online resource (xx, 265 pages)
|
| ISBN
|
:
|
1435607775
|
|
|
:
|
: 9781435607774
|
| Bibliographies/Indexes
|
:
|
Includes bibliographical references (pages 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.
|
| Subject
|
:
|
Customer services.
|
| Subject
|
:
|
BUSINESS ECONOMICS-- Customer Relations.
|
| Subject
|
:
|
Customer services.
|
| Dewey Classification
|
:
|
658.8/12
|
| LC Classification
|
:
|
HF5415.5.S4493 2007eb
|
| Added Entry
|
:
|
Futterknecht, C. John.
|
|
|
:
|
Sorensen, Benjamin.
|
| |