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Wired and Dangerous: How Your Customers Have Changed and What to Do About It


Wired and Dangerous: How Your Customers Have Changed and What to Do About It by Berrett-Koehler Publishers at Spring Brook Audio. Hurry! Limited time offer. Offer valid only while supplies last. 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 wor


Product Description & Reviews

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.

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Additional Information

Manufacturer:Berrett-Koehler Publishers
Publisher:Berrett-Koehler Publishers
Studio:Berrett-Koehler Publishers

Wired and Dangerous: How Your Customers Have Changed and What to Do About It by Berrett-Koehler Publishers

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Wired and Dangerous: How Your Customers Have Changed and What to Do About It

4.7 out of 5 stars with 200 reviews
Condition: New
Lead Time: 1 - 2 Business Days
Availability: In Stock
$17.95


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