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


LEADER 00000cam a2200000 a 4500
001 1655281
005 20110809120000.0
006 m d
007 cr cnu---unuuu
008 110617s2011 cau ob 001 0 eng d
020 |a 9781605099767 (electronic bk.) 
040 |a N$T  |c N$T  |d YDXCP  |d E7B  |d UAB 
050 4 |a HF 5415.5 
082 0 4 |a 658.8/12  |2 22 
097 |3 Bib#:  |a 1655281 
100 1 |a Bell, Chip R. 
245 1 0 |a Wired and dangerous  |h [electronic resource] :  |b how your customers have changed and what to do about it /  |c Chip R. Bell, John R. Patterson. 
260 |a San Francisco :  |b Berrett-Koehler Publishers,  |c c2011. 
300 |a 1 online resource (vii, 248 p.) 
504 |a Includes bibliographical references (p. 233-235) and index. 
500 |a Title from ebook t.p. screen (viewed Aug. 5th, 2011). 
505 0 |a Pt. 1. The situation -- pt. 2. The resolution -- pt. 3. Suggestions for partnering with customers. 
520 0 |a 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. 
650 0 |a Customer relations. 
650 0 |a Customer services. 
650 0 |a Customer loyalty. 
650 0 |a Internet. 
700 1 |a Patterson, John R.  |q (John Rice),  |d 1951- 
776 0 |i Print version:  |a Bell, Chip R.  |t Wired and dangerous.  |d San Francisco : Berrett-Koehler Publishers, c2011  |z 9781605099750  |w (DLC) 2011009393  |w (OCoLC)681500738 
856 4 0 |u http://www.canterbury.eblib.com.au/patron/FullRecord.aspx?p=693925  |y Connect to electronic resource  |t 0 
942 |a 05082011 
945 |b DO NOT SET  |c Manual 
991 |a 2011-08-02 
992 |a Created by mayo, 02/08/2011. Updated by nimo, 09/08/2011. 
999 f f |i c027c356-bcfd-5846-9ed9-b015016f2a78  |s c2af16e3-d5b3-57ca-b382-1a65f2c5f72b  |t 0