Open Daily: 10am - 10pm | Alley door pickup 10am - 7pm 3038 Hennepin Ave Minneapolis, MN
612-822-4611

  • Open Daily: 10am - 10pm
    Alley-side Pickup: 10am - 7pm

    3038 Hennepin Ave Minneapolis, MN
    612-822-4611

Open Daily: 10am - 10pm | Alley-side Pickup: 10am - 7pm
3038 Hennepin Ave Minneapolis, MN
612-822-4611
Wired and Dangerous: How Your Customers Have Changed and What to Do About It (16pt Large Edition) (Large Print Edition)

Wired and Dangerous: How Your Customers Have Changed and What to Do About It (16pt Large Edition) (Large Print Edition)

Bell, Chip R.
Patterson, John R.

Paperback

Business General

ISBN10: 1038772222
ISBN13: 9781038772220
Publisher: ReadHowYouWant
Published: Aug 19 2011
Pages: 388
Weight: 1.08
Height: 0.96 Width: 6.14 Depth: 9.21
Language: English
In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain - they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a company s customer service doesn t adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their reputation. This book describes exactly what today s customers expect and how to give it to them. In Wired and Dangerous, Bell and Patterson provide a tested formula for restoring balance to the customer relationship by establishing what they call \u201cService Calm\u201d. The three steps to Service Calm sound simple, but they draw on sophisticated psychological principles and are profound in application: 1) Deal with Self, 2) Deal with Customer, 3) Deal with Context.

Also from

Bell, Chip R.

View All

Also in

Business General

View All