What trait do championship poker players and world-class customer service professionals have in common? The ability to reliably read people. Customer Tells 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 customer’s subtle ways of communicating how they want to be treated, even if they can’t articulate it. Seldman, one of the world’s 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.

Customer Tells: Delivering World-Class Customer Service by Reading Your Customers' Signs and Signals

Business & Money

Futterknecht, John

Seldman, Dr. Marty

Sorensen, Dr. Ben

Skills

Optimum Press

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 customer’s subtle ways of communicating how they want to be treated, even if they can’t articulate it. Seldman, one of the world’s 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.

Customer Tells: Delivering World-Class Customer Service by Reading Your Customer's Signs and Signals

Seldman, Martin L.

Sorensen, Ben

Marketing & Sales

Kaplan Publishing

Enter the matrix . . . and discover a whole new reality for your organization.In today's global business world, many organizations are shifting away from decentralized, vertical structures--with silo functions such as finance, HR, or operations--to a "matrix" model of cross-functional teams that work across a number of business units. When executed successfully, a matrix structure helps companies thrive in the modern market by better leveraging internal resources, eliminating duplication, spurring innovation, and driving enterprise-wide strategy.However, integrating matrix structures is often a challenge for organizations.John Futterknecht and Marty Seldman, PhD, have worked with some of the world's largest companies--including PepsiCo, Disney, McDonald's, and Microsoft--to investigate and conquer the challenges that arise with these highly integrated organizational structures. Through coaching hundreds of leaders and training thousands for on success in a matrix environment, they have witnessed first-hand which skills and strategies are most critical for matrix success . . . and now they're sharing these breakthrough, field-tested tips with you.Leading in the Global Matrix offers a real-world perspective of working in a matrix while using examples from the authors' actual coaching of business leaders. This book tackles the critical, "unspoken" dimensions that are often underestimated and unaddressed in the global business world, helping readers learn: <ul><li>specific skills and insights that can help them be successful in the trenches</li><li>how to deal with day-to-day realities--which include complexity, pressure, and demand to deliver results with speed</li><li>what to do, why it's important, and how to accomplish each task</li></ul>With concrete action plans, readers can implement what they learn in the book into their everyday work lives. Leading in the Global Matrix encapsulates field-tested advice to help individual professionals and their teams unlock their full potential, allowing the matrix to finally deliver on its promise.

Leading in the Global Matrix: Proven Skills and Strategies to Succeed in a Collaborative World

Seldman PhD, Marty

Management & Leadership

BRILLIANCE AUDIO ^

Enter the matrix . . . and discover a whole new reality for your organization. In today’s global business world, many organizations are shifting away from decentralized, vertical structures—with silo functions such as finance, HR, or operations—to a “matrix” model of cross-functional teams that work across a number of business units. When executed successfully, a matrix structure helps companies thrive in the modern market by better leveraging internal resources, eliminating duplication, spurring innovation, and driving enterprise-wide strategy. However, integrating matrix structures is often a challenge for organizations. John Futterknecht and Marty Seldman, PhD, have worked with some of the world’s largest companies—including PepsiCo, Disney, McDonald’s, and Microsoft—to investigate and conquer the challenges that arise with these highly integrated organizational structures. Through coaching hundreds of leaders and training thousands for on success in a matrix environment, they have witnessed first-hand which skills and strategies are most critical for matrix success . . . and now they’re sharing these breakthrough, field-tested tips with you. Leading in the Global Matrix offers a real-world perspective of working in a matrix while using examples from the authors’ actual coaching of business leaders. This book tackles the critical, “unspoken” dimensions that are often underestimated and unaddressed in the global business world, helping readers learn: <ul>
<li>specific skills and insights that can help them be successful in the trenches</li> <li>how to deal with day-to-day realities—which include complexity, pressure, and demand to deliver results with speed</li> <li>what to do, why it’s important, and how to accomplish each task</li> </ul>
With concrete action plans, readers can implement what they learn in the book into their everyday work lives. Leading in the Global Matrix encapsulates field-tested advice to help individual professionals and their teams unlock their full potential, allowing the matrix to finally deliver on its promise.

Seldman, Marty

Economics

BenBella Books

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