Description

Book Synopsis
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 â they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a companyâs customer service doesnât 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 todayâs 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 âœService Calmâ. 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.

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

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    RRP £1,799.00 – you save £1,782.81 (99%)

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    A Paperback by Chip R. Bell, John Patterson

    10 in stock

      Trusted by thousands of customers. See 2,385+ Customer Reviews

      View other formats and editions of Wired and Dangerous: How Your Customers Have Changed and What to Do About It by Chip R. Bell

      Publisher: Berrett-Koehler
      Publication Date: 30/05/2011
      ISBN13: 9781605099750, 978-1605099750
      ISBN10: 1605099759
      Also in:
      Customer services

      Description

      Book Synopsis
      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 â they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a companyâs customer service doesnât 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 todayâs 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 âœService Calmâ. 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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