Synopses & Reviews
What trait do championship poker players and world-class customer service professionals have in common? The ability to reliably read people.
Customer Tells, the innovative new book by bestselling author Dr. Marty Seldman, focuses on the key concept of the “tell,” the ability to read mannerisms, to understand what people mean but are not saying, and to respond accordingly. In poker, the “tell” means knowing the cards a competitor holds; in customer service, it means understanding the customers subtle ways of communicating how they want to be treated, even if they cant articulate it.
Seldman, one of the worlds foremost executive coaches and organizational psychologists, uses the principles of Customer Tells in his seminars nationwide. By teaching business professionals of every level how to read tells in customers communication styles, body language, dress, questions, reactions, facial expressions, and choices of words, he has increased both their bottom line and employee retention levels.
About the Author
Dr. Marty Seldman is an executive coach and organizational psychologist, specializing in team-building, conflict resolution, feedback systems and skills, and workshops on building and maintaining trust. Dr. Seldman is the author of three other books, including Survival of the Savvy, a Wall Street Journal best-seller. He is the developer of the Customer Tells (TM) Training Program and, along with John Futterknecht and Ben Sorensen, has trained thousands of individuals in organizations across a wide spectrum of industries. Currently his clients include PepsiCo, Disney, Becton Dickinson, MGM MIRAGE, Fremont Investment and Loan, Qualcomm, T. Rowe Price, ICI Paints, Satyam, YUM Restaurants, Sun Trust Bank, Pepsi Bottling Group, J.C. Penney, Johnson Controls, and CareMark.
Table of Contents
Foreword by Jovita Thomas-Williams, Vice President, Labor Relations for MGM MIRAGE
Introduction The Importance of Tells
Chapter 1 Fundamentals: How Every Customer Wants to be Treated
Chapter 2 The Power of Listening
Chapter 3 Forming and Maintaining a Positive Attitude
Chapter 4 Dealing with Conflict
Chapter 5 Tells: How This Customer Wants to be Treated
Chapter 6 Customer Communication Style: Direct versus Indirect
Chapter 7 Customer Communication Style: Task Oriented versus Relationship Oriented
Chapter 8 The Analyst
Chapter 9 The Director
Chapter 10 The Friend
Chapter 11 The Extrovert
Chapter 12 What is Your Style?
Chapter 13 Additional Tells