Wired and Dangerous, livre ebook

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 \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.
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