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, it will get burned by bloggers and viral videos that can severely damage its reputation.
This book describes exactly what today's customers expect and how to give it to them. Bell and Patterson provide a tested formula for restoring balance to the customer relationship by establishing what they call “Service Calm”. 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, and (3) Deal with Context.
©2011 Chip R. Bell and John R. Patterson (P)2012 Berrett-Koehler Publishers
If you are in business with the public this is a must read. You will recognize the changes we have been going through for the past 5 years and get some good advice on how to take advantage of the Wireless and Dangerous world.
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