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portada Wired and Dangerous: How Your Customers Have Changed and What to do About it
Type
Physical Book
Publisher
Author
Language
English
Pages
388
Format
Paperback
ISBN13
9781038772220

Wired and Dangerous: How Your Customers Have Changed and What to do About it

Chip R Bell; John R Patterson (Author) · Readhowyouwant · Paperback

Wired and Dangerous: How Your Customers Have Changed and What to do About it - Chip R Bell; John R Patterson

New Book Imported to Netherlands
Delivery: 13 Aug - 17 Aug Shipping: 4 to 5 business days.
€ 30,47
Import costs and 9% BTW included in the price ✅
€ 30,47

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Synopsis "Wired and Dangerous: How Your Customers Have Changed and What to do About it"

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.

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The binding of this edition is Paperback.

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