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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    A Paperback by Chip R. Bell, John Patterson

    £16.19

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

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      Book details

      Publisher Berrett-Koehler
      Published 30 May 2011
      ISBN-13 9781605099750
      978-1605099750
      ISBN-10 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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