Customer Tells: Delivering World-Class Customer Service by Reading Your Customer's Signs and Signals
Marty Seldman, John Futterknecht, Ben Sorensen
What trait do championship poker players and world-class customer service professionals have in common? The ability to reliably read people. В Customer Tells , the innovative new book by bestselling author Dr. Marty Seldman, 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. В 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. В
Categorie:
Anno:
2007
Edizione:
Original
Casa editrice:
Kaplan Business
Lingua:
english
Pagine:
287
ISBN 10:
1419596098
ISBN 13:
9781419596094
File:
PDF, 2.97 MB
IPFS:
,
english, 2007
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