Customer Tells: Delivering World-class Customer Service by Reading Your Customer's Signs and Signals - Softcover
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.
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.
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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.
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- PublisherKaplan Business
- Publication date2007
- ISBN 10 1419596098
- ISBN 13 9781419596094
- BindingPaperback
- Number of pages288
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CUSTOMER TELLS: DELIVERING WORLD
Published by
Kaplan Publishing
(2007)
ISBN 10: 1419596098
ISBN 13: 9781419596094
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Softcover
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Book Description Condition: New. New. In shrink wrap. Looks like an interesting title! 0.8. Seller Inventory # Q-1419596098
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