Wired and Dangerous
How Your Customers Have Changed and What to Do About IteBook - 2011
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 &́#x80; 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.
Publisher: [Place of publication not identified] :, Berrett-Koehler Publishers,, 2011
Copyright Date: ©2011
Branch Call Number: DOWNLOADABLE eBOOK
Characteristics: data file,rda 1 online resource (224 pages)