Customer tells
Subtitle: delivering world-class customer service by reading your customers' signs and signals
By: Marty Seldman, C. John Futterknecht, Benjamin S. Sorensen.
Contributors: Futterknecht, C. John.; Sorensen, Benjamin.
Publisher: Kaplan Pub.
Published: 2007
Place of publication: New York
Language: eng
Number of pages: 265
ISBN-13: 9781419596094
Subjects: Customer services.
Notes: Includes bibliographical references (p. 251-253) and index.
Table of contents: title: Introduction; title: The fundamentals; title: The golden rule : treat others the way you want to be treated; title: Self-talk : creating a positive attitude; title: Listening skills; title: Problem solving; title: Customers on tilt; title: Customer tells; title: The platinum rule : treat people the way they want to be treated; title: In-the-moment tells : customer reactions; title: In-the-moment tells : where the tells are; title: In-the-moment tells : responding to tells; title: Communication style habits; title: Dimensions of the communication styles model; title: Four communication styles; title: Reading communication styles; title: Adapting to styles; title: Your most difficult style; title: Cultural tells; title: Third party tells; title: Changing customer service culture; title: Creating a customer service culture.