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, John Futterknecht, and Ben Sorensen 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.

 

 Ben Sorensen Interview [23:48m]: Play Now | Play in Popup | Download

“Disrespectful! Discourteous! Inefficient!” These are just some of the adjectives our customers are using to describe the service they receive from us today. With all the resources business owners have available to help improve their customer service delivery, we somehow still keep missing the mark. How can we stop this trend and dramatically change our businesses?

If Service Came from the Heart is not just another book about customer service! It is a refreshing approach on delivering EXCELLENT service. The author takes a look at the heart and attitude of Jesus and uses that to describe how we should truly serve our customers. She uses anecdotes and suggests simple steps that can be used to take your businesses to a superior level.

 

 Velinda Hanna Interview [21:40m]: Play Now | Play in Popup | Download