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

Seldman, Dr. Marty,Futterknecht, John,Sorensen, Dr. Ben

ISBN 10: 0692630406 / ISBN 13: 9780692630402

Published by Optimum Press, 2017

About this Item

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Bibliographic Details

• Title: Customer Tells: Delivering World-Class Customer Service by Reading Your Customers' Signs and Signals
• Publisher: Optimum Press
• Publication Date: 2017
• Language: English
• ISBN 10: 0692630406
• ISBN 13: 9780692630402
• Binding: paperback
• Condition: Good

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 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.