June 2013
Intermediate to advanced
288 pages
5h 20m
English
book
The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business
by Sriram Dasu, Richard Chase
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.
CHAPTER2
DESIGNING EMOTIONALLY INTELLIGENT PROCESSES
People will forget what you said, people will forget what you do, but people will never forget how you made them feel.
—Jason Barger
You’re planning a surprise anniversary trip to Hawaii, so you contact a resort to make reservations. A dull pain in your abdomen sends you to the nearest urgent care facility. Your teenage son lost his smart-phone at the mall, so you call your cell phone provider. These are all goal-directed activities, and you’re looking for specific outcomes. Each activity is also fraught with emotions, some negative (irritation, fear) and some positive (excitement, anticipation). For the service provider to create a memorable experience and to increase customer loyalty, which ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.