Click here for Shelle's article "Volcanoes and the International Customer Service Crisis"
"Having designed and delivered provincial customer service programs in a previous career life, I was interested to see how Shelle could take, what I perceive as a subject that’s been “done to death” and put a new spin on it. And that she did. By layering in her experience in learning, predicting and influencing behaviours, I definitely walked away with some new awareness about my own style and it’s applicability in working with others. Probably one of the biggest “a-ha” moments I had was this: we could ALL use customer service training. Although a lot of the examples in the book relate to groups that face external clients, there is typically a big gap in how we treat internal customers and, in this regard, any leader could benefit from reading this book and bring the practices into their teams. Depending on your interest level in the area of NLP, you may find the front end of the book a little “heavy” as it sets the stage for the later chapters. However, it did leave me thinking that tooling yourself up in neuro-linguistic programming isn’t a bad thing in a workplace where the ability to influence and persuade seem to be the most crucial core competency for any leader today.
THE CUSTOMER IS BOTHERING ME AND WORDS THAT CHANGE MINDS SPECIAL
I am also offering my new book "The Customer is Bothering Me" together with my bestseller "Words That Change Minds" for a special price.
When you order both books, save big:
$39.97 US
instead of $49.97 US
a savings of $10.00 US to you
Plus, when you order my e-book "The Customer is Bothering Me", you will also receive my Words that Change Minds Proposal Template, designed to get a yes from your prospective clients, whatever their Motivation Triggers or Thinking Patterns.
(Value $150 US)
Click hereto order The Customer is Bothering Me AND Words That Change Minds E-Books
Click here to order The Customer is Bothering Me AND Words That Change Minds PaperBacks
Customers today are hard to deal with. They are impatient, demanding, won’t do what you ask them to do, want special deals and something for nothing. And they’re volatile! Sales and service professionals are often hard-pressed to know what to do while the client vents his or her fury.
The Great Customer Attitude Shift has happened!
When issues remain unresolved, you stand to lose present and future business, not to mention the damage to your organization’s reputation that dissatisfied customers create in their wake.
This book is based on Shelle's Words That Change Minds Power Principles:
"Everything you do influences the emotional state of your customer. Everything you do determines what your customer believes about your company."
Shelle Rose Charvet
Why do people really do what they do?
What do you need to do now to avoid losing customers and your best staff?
How can you get your whole organization to understand and manage what your customers feel?
What if you had a better way to deal with angry customers?
The Customer is Bothering Me will show you how to:
Decode how your customers actually think and make decisions
Find out the real reasons why organizations mismanage their customers' experience
Create a Customer Philosophy that gets and keeps customers
Navigate The Great Customer Attitude Shift
Enable your front-line ready to handle any customer
Learn why an apology is never enough
Deal with upset customers to create enduring loyalty
Discover the new rules for mass marketing and direct marketing
Implement strategies that to have customers buy more sooner
Demonstrating you comprehend your customers is enormously profitable.
The risk of not doing so is hazardous to your corporate health.
What are the BIG three takeaways from the book?
Create your Customer Philosophy to sell more
Implement the best Customer Transaction Process
Solve issues with the Upset Customer Process
"Your knowledge about customer cues and ability to translate that for each audience is absolutely invaluable."
Learn how to end every transaction to create positive associations and desire to return
Design communications based on the hidden Motivation Triggers to attract more customers
Discover easy ways to customize your processes to meet each customer’s below-conscious needs
“The difference between a good and a great business is how you treat your customers. A lot of platitudes are used when organizations talk about customer service; this book provides a revolutionary approach and practical structure that will make it happen.”
Robbie Steinhouse - CEO of Gray's Inn Group
This is Shelle Rose Charvet’s much-anticipated second book after Words That Change Minds: Mastering the Language of Influence. An internationally-renowned expert on below-conscious communication, Shelle addresses groups, conducts learning programs and solves organizational problems in North America, Europe and Asia. She is a sought-after keynote speaker and media commentator on persuasion strategies.
Click hereto order The Customer is Bothering Me AND Words That Change Minds E-Books
Click here to order The Customer is Bothering Me AND Words That Change Minds PaperBacks
"Shelle, the influencing tools you present, work. You use what you teach. You demonstrate how to reach rapport with people and give my group tools that help them deal with difficult people."
Al Gonta, Director, Woodbridge Foam Corporation, St. Peters, Missouri
