Customer Tells Delivering World Class Customer Service by Reading Your Customer’s Signs and Signals 1st edition by Marty Seldman 9781419596094 1419596098
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ISBN 10:1419596098
ISBN 13:9781419596094
Author:Marty Seldman
What trait do championship poker players and world-class customer service professionals have in common? The ability to reliably read people. Customer Tells 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.
Customer Tells Delivering World Class Customer Service by Reading Your Customer’s Signs and Signals 1st Table of contents:
Chapter 1 Fundamentals: How Every Customer Wants to be Treated
Chapter 2 The Power of Listening
Chapter 3 Forming and Maintaining a Positive Attitude
Chapter 4 Dealing with Conflict
Chapter 5 Tells: HowThisCustomer Wants to be Treated
Chapter 6 Customer Communication Style: Direct versus Indirect
Chapter 7 Customer Communication Style: Task Oriented versus Relationship Oriented
Chapter 8 The Analyst
Chapter 9 The Director
Chapter 10 The Friend
Chapter 11 The Extrovert
Chapter 12 What is Your Style?
Chapter 13 Additional Tells
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Marty Seldman,Delivering,Customer,Service,Reading