Customer Tells: Delivering World-Class Customer Service by Reading Your Customers' Signs and Signals

Seldman, Marty, John Futterknecht, & Ben Sorensen / Jovita Thomas-Williams, foreword

ISBN 10: 1419596098 / ISBN 13: 9781419596094

Published by Kaplan Publishing, 2013

About this Item

9th ptg.; 9" tall; xx + 265 pages, including index.

Seller Inventory # 193857

Bibliographic Details

• Title: Customer Tells: Delivering World-Class Customer Service by Reading Your Customers' Signs and Signals
• Publisher: Kaplan Publishing
• Publication Date: 2013
• Language: English
• ISBN 10: 1419596098
• ISBN 13: 9781419596094
• Binding: Soft Cover
• Condition: fine
• Book Type: Paperback
• Seller catalogs:
  • Finance/Business/Economics

About this title

Synopsis

What trait do championship poker players and world-class customer service professionals have in common? The ability to reliably read people.
 
Customer Tells, the innovative new book by bestselling author Dr. Marty Seldman, focuses on the key concept of the “tell,” the ability to read mannerisms, to understand what people mean but are not saying, and to respond accordingly. In poker, the “tell” means knowing the cards a competitor holds; in customer service, it means understanding the customer’s subtle ways of communicating how they want to be treated, even if they can’t articulate it.
 
Seldman, one of the world’s foremost executive coaches and organizational psychologists, uses the principles of Customer Tells in his seminars nationwide. By teaching business professionals of every level how to read tells in customers’ communication styles, body language, dress, questions, reactions, facial expressions, and choices of words, he has increased both their bottom line and employee retention levels.
 

About the Author

Dr. Marty Seldman is an executive coach and organizational psychologist, specializing in team-building, conflict resolution, feedback systems and skills, and workshops on building and maintaining trust. Dr. Seldman is the author of three other books, including Survival of the Savvy, a Wall Street Journal best-seller. He is the developer of the Customer Tells (TM) Training Program and, along with John Futterknecht and Ben Sorensen, has trained thousands of individuals in organizations across a wide spectrum of industries. Currently his clients include PepsiCo, Disney, Becton Dickinson, MGM MIRAGE, Fremont Investment and Loan, Qualcomm, T. Rowe Price, ICI Paints, Satyam, YUM Restaurants, Sun Trust Bank, Pepsi Bottling Group, J.C. Penney, Johnson Controls, and CareMark.