Wired and dangerous [electronic resource] : how your customers have changed and what to do about it / Chip R. Bell, John R. Patterson.

Saved in:
Bibliographic Details
Published: San Francisco : Berrett-Koehler Publishers, c2011.
Online Access:
Main Author:
Other Authors:
Format: Electronic eBook
Summary: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 … Show Moreit 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.
Physical Description:1 online resource (vii, 248 p.)
Other format:Print version: Bell, Chip R. Wired and dangerous. 9781605099750
Notes:Title from ebook t.p. screen (viewed Aug. 5th, 2011).
Bib#: 1655281
Bibliography:Includes bibliographical references (p. 233-235) and index.
ISBN:9781605099767 (electronic bk.)