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    Wired and Dangerous
    Wired and Dangerous
    How Your Customers Have Changed and What to Do About It
    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 Calm\u201d. 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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    US$ 24.99









    Book Author
    Chip R Bell and John R. Patterson
    Genre Business & Economics
    Binding
    PERFECT BINDING (PAPERBACK)
    Format
    Large Print 16 Pt Edition (Standard Large Print)
    ISBN
    9781459626836
    Publisher
    Berrett-Koehler Publishers
    Age Range
    General
    Approximate delivery

    Up to 20 business days (?)

    Publication Date
    19-Aug-2011

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