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 it 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 /u201c Service 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.
สารบัญ
Foreword, Introduction: Welcome to Turbulent Times Section I: Understanding the New (Normal) Customer Chapter 1: Picky: “But, It’s Not Exactly What I Want” Chapter 2: Fickle: “You’re Not the Only Game in Town” Chapter 3: Vocal: “You’re Not Going to Believe This One” Chapter 4: Wired: “We Are Desperados Waiting for a Train” Chapter 5: Vain: “What? You Mean Me?” Section II: Delivering Service Calm Chapter 6: The Power of Grace Under Pressure Chapter 7: Understanding the Elements of Service Calm Chapter 8: Sourcing a Calling Chapter 9: Connecting with the New Customer Chapter 10: Connecting with a Digital Dialogue Chapter 11: Connecting with Furious Customers Chapter 12: Centering the Service Experience Section III: Supporting and Sustaining Service Calm Chapter 13: Harvesting Customer Intelligence Chapter 14: Caretaking Happy Processes Chapter 15: Nurturing Partnerships Chapter 16: Leading Service Calm Chapter 17: Using the Service Calm Toolbox Bibliography, About the Authors, Index
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John R. Patterson is founder and president of Progressive Insights, a Chip Bell Group affiliate. His consulting practice helps organizations worldwide consistently deliver great customer experiences that create devoted customers. He is the coauthor, with Chip Bell, of the bestselling Take Their Breath Away and Customer Loyalty Guaranteed.
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