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Download Wired and Dangerous: How Your Customers Have Changed and What to Do About It Audiobook (Unabridged)

Extended Audio Sample Wired and Dangerous: How Your Customers Have Changed and What to Do About It (Unabridged), by Chip R. Bell
3 out of 53 out of 53 out of 53 out of 53 out of 5 3.00 (4 ratings) (rate this audio book) Author: Chip R. Bell Narrator: Jay Web Publisher: Berrett-Koehler Publishers Format: Unabridged Audiobook Delivery: Instant Download Audio Length: Release Date:
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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 company's customer service doesn't adapt to these new conditions, it will get burned by bloggers and viral videos that can severely damage its reputation.

This book describes exactly what today's customers expect and how to give it to them. Bell and Patterson provide a tested formula for restoring balance to the customer relationship by establishing what they call Service Calm. 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, and (3) Deal with Context.

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About the Author

Chip R. Bell is senior partner of the Chip Bell Group and former director of management and organization development for NCNB, now Bank of America. He was a highly decorated infantry unit commander in Vietnam with the elite 82nd Airborne Division and is the author or coauthor of several bestselling books, including Wired and Dangerous.