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" Customer tells : "
Marty Seldman, C. John Futterknecht, Benjamin S. Sorensen.
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BL
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| Record Number
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986370
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| Doc. No
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b740740
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| Main Entry
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Seldman, Marty.
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| Title & Author
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Customer tells : : delivering world-class customer service by reading your customers' signs and signals /\ Marty Seldman, C. John Futterknecht, Benjamin S. Sorensen.
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| Publication Statement
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New York :: Kaplan Pub.,, ©2007.
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| Page. NO
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xx, 265 pages ;; 23 cm
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| ISBN
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1419596098
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: 9781419596094
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| Bibliographies/Indexes
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Includes bibliographical references (pages 251-253) and index.
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| Contents
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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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| Abstract
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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.
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| Subject
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Customer services.
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Customer services.
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.5.S4493 2007
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| Added Entry
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Futterknecht, C. John.
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Sorensen, Benjamin.
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