Wired and Dangerous

Name: Wired and Dangerous
Brand: ReadHowYouWant
SKU: 9781038772220
Price: 158.31 RON
Availability: InStock

Autor: John R Patterson

Limbă:

Legare: Carte broșată

Editura: ReadHowYouWant

Disponibilitate: În depozitul extern

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158.31 lei

In an era of economic stress, rapid change, and social networking, customers are distracted, disgrun...

Informații despre carte

Autor

John R Patterson

Limbă

engleză

Legare

Carte - Carte broșată

Publicat

2011

Pagini

388

EAN

9781038772220

ISBN

1038772222

Enbook ID

46441621

Editura

ReadHowYouWant

Greutate

490

Dimensiuni

156 x 234 x 24

Descriere completă

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, they will get burned by bloggers and viral videos that can severely damage their reputation. This book describes exactly what today s 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 u201cService Calmu201d. 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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