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Customer Tells Delivering World Class Customer Service by Reading Your Customer’s Signs and Signals 1st Edition by Marty Seldman, John Futterknecht, Ben Sorensen ISBN 1435607775 9781435607774

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Customer Tells Delivering World Class Customer Service by Reading Your Customer s Signs and Signals Marty Seldman Digital Instant Download

Author(s): Marty Seldman, John Futterknecht, Ben Sorensen
ISBN(s): 9781435607774, 1435607775
Edition: Original
File Details: PDF, 2.55 MB
Year: 2007
Language: english
SKU: EB-2008160 Category: Tags: , ,

Customer Tells Delivering World Class Customer Service by Reading Your Customer’s Signs and Signals 1st Edition by Marty Seldman, John Futterknecht, Ben Sorensen – Ebook PDF Instant Download/Delivery: 1435607775, 9781435607774

Full download Customer Tells Delivering World Class Customer Service by Reading Your Customer’s Signs and Signals 1st Edition after payment

 

 

Product details:

ISBN 10: 1435607775

ISBN 13: 9781435607774 

Author: Marty Seldman, John Futterknecht, Ben Sorensen

What trait do championship poker players and world-class customer service professionals have in common? The ability to reliably read people.

Customer Tells, the innovative new book by bestselling author Dr. Marty Seldman,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, one of the world’s foremost executive coaches and organizational psychologists,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.

Table of contents:

PART ONE: THE FUNDAMENTALS

1. The Golden Rule: Treat Others the Way You Want to Be Treated
2. Self-Talk: Creating a Positive Attitude
3. Listening Skills
4. Problem Solving
5. Customers on Tilt

PART TWO: CUSTOMER TELLS
6. The Platinum Rule: Treat People the Way They Want to Be Treated
7. In-the-Moment Tells: Customer Reactions
8. In-the-Moment Tells: Where the Tells Are
9. In-the-Moment Tells: Responding to Tells
10. Communication Style Habits
11. Dimensions of the Communication Styles Model
12. Four Communication Styles
13. Reading Communication Styles
14. Adapting to Styles
15. Your Most Difficult Style
16. Cultural Tells
17. Third-Party Tells

PART THREE: CHANGING CUSTOMER SERVICE CULTURE
18. Creating a Customer Service Culture

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Tags: Marty Seldman, John Futterknecht, Ben Sorensen, Customer, Tells, Delivering, World-Class, Service, Reading, Signs, Signals