Wired and Dangerous

How Your Customers Have Changed and What to Do About It

Business & Finance, Marketing & Sales, Customer Service
Cover of the book Wired and Dangerous by Chip R. Bell, John R. Patterson, Berrett-Koehler Publishers
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Author: Chip R. Bell, John R. Patterson ISBN: 9781605099774
Publisher: Berrett-Koehler Publishers Publication: June 6, 2011
Imprint: Berrett-Koehler Publishers Language: English
Author: Chip R. Bell, John R. Patterson
ISBN: 9781605099774
Publisher: Berrett-Koehler Publishers
Publication: June 6, 2011
Imprint: Berrett-Koehler Publishers
Language: English

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 companyÆs customer service doesnÆt 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 todayÆs 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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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 companyÆs customer service doesnÆt 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 todayÆs 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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