<p>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.</p>

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

<p>In 2020, Penquin Random House Mexico published El Poder de Poder (The Power of Empowerment) by Paula Santilli, Mónica Bauer and Marty Seldman. Paula is CEO of Pepsico Latin America, a top female CEO in Latin America and selected as one of Forbes 100 Most Powerful Women in the World. At the time, Mónica  was her head of public affairs and communication. Recently, she was promoted to a similar role at Pepsico worldwide headquarters.Since that book was published, the authors have delivered speeches, workshops and seminars to thousands of women around the world. The positive responses encouraged them to bring out an enhanced English edition full of case studies, dozens of practical skills and techniques, self assessments and inspirational profiles of 9 international female leaders.In their new book, Power, Presence and Protection, they are joined by Jovita Thomas-Williams, a senior Human Resource executive at Massachusetts General Hospital. Over many years Jovita has taught the 12 Rules to both women and men of color. She shares her insights in a powerful chapter, "The 12 Rules for Women of Color."When you read A Woman's Guide to Power, Presence, and Protection, you will:? Sharpen your knowledge about power, and how power shapes what gets rewarded and recognized in your organization.? Detect to protect: learn how to "see it coming" and protect yourself from power plays, stolen credit, tarnished reputation, and marginalization.? Create a fair, accurate picture of your contributions, talent and potential.? Demonstrate the right kind and amount of self promotion to keep the pace and progression of your career on a positive trajectory.? Master the verbal and nonverbal aspects of Executive Presence so that you and your ideas will receive serious  consideration.? Learn the basic practices of "healthy selfishness" to preserve your time and energy and set yourself up for success.</p>

A Woman’s Guide to Power, Presence and Protection: 12 Rules for Gaining the Credit, Respect and Recognition You Deserve

Seldman, Marty

Bauer, Mónica

SANTILLI, PAULA

Thomas-Williams, Jovita

Business Culture

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