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Understanding Customers

“Unless you have 100% customer satisfaction… you must improve.”

–Horst Schulz, author

In this part:

image Manage Various Customer Behavior Styles

image The Assertive Customer Wants Results

Note

Understanding Customers - L02 Manage Various Customer Behavior Styles

image The Assertive Customer Wants Results

image The Angry Customer Wants Action

image The Amiable Customer Wants to Work Together

image The Expressive Customer Wants to Be Engaged

image The Analytical/Detail-Oriented Customer Wants Accuracy

image Into Action: A Three-Step Plan

image What about Your Behavioral Style?