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Wired and Dangerous: How Your Customers Have Changed and What to Do About It

Af: John Patterson, Chip R. Bell Engelsk Paperback

Wired and Dangerous: How Your Customers Have Changed and What to Do About It

Af: John Patterson, Chip R. Bell Engelsk Paperback
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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 “Service Calm”. 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.

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Tjek vores konkurrenters priser
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Tjek vores konkurrenters priser
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 “Service Calm”. 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.

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Se mere i:
Produktdetaljer
Sprog: Engelsk
Sider: 264
ISBN-13: 9781605099750
Indbinding: Paperback
Udgave:
ISBN-10: 1605099759
Kategori: Kundeservice
Udg. Dato: 30 maj 2011
Længde: 19mm
Bredde: 138mm
Højde: 214mm
Forlag: Berrett-Koehler
Oplagsdato: 30 maj 2011
Forfatter(e): John Patterson, Chip R. Bell
Forfatter(e) John Patterson, Chip R. Bell

Kategori Kundeservice

ISBN-13 9781605099750

Sprog Engelsk

Indbinding Paperback

Sider 264

Udgave

Længde 19mm

Bredde 138mm

Højde 214mm

Udg. Dato 30 maj 2011

Oplagsdato 30 maj 2011

Forlag Berrett-Koehler