Wired and Dangerous (1 Volume Set) : How Your Customers Have Changed and What to Do About it (9781459626836)

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.

Product details

• Format Paperback | 410 pages
• Dimensions 178 x 254 x 21mm | 709g
• Publication date 19 Aug 2011
• Publisher Readhowyouwant
• Publication City/Country Richmond, BC, Canada
• Language English
• Edition Large type / large print
• Edition Statement [Large Print]
• Illustrations note black & white illustrations
• ISBN10 1459626834
• ISBN13 9781459626836

Download Wired and Dangerous (1 Volume Set) : How Your Customers Have Changed and What to Do About it (9781459626836).pdf, available at ebookdownloadfree.co for free.

>DOWNLOAD NOW<