Customer Service For Dummies

Front Cover
John Wiley & Sons, Mar 3, 2011 - Business & Economics - 408 pages
2 Reviews
"Customer Service For Dummies," Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs.

Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.

  

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Review: Customer Service for Dummies

User Review  - Amanda - Goodreads

Very business oriented. Good that addresses companies large and small. Discusses fundamentals of good customer service and methodologies in multiple settings. It considers actions and attitudes ... Read full review

Contents

Introduction
1
Creating the CustomerCentric Organization 7 Chapter 1 Championing Customer Service
9
InFocused or CustomerFocused Where Do You Stand?
19
Building a Winning Service Strategy
39
Better Service through Surveys Questionnaires
57
CompanyWide Training as a Catalyst for Change
75
Take It from the Top Service Management 95 Chapter 6 Coaching Service Excellence
97
What You Can Measure You Can Manage Service Standards
111
Road Blocks When the Going Gets Rough
215
Road Blocks When the Going Gets Rough 215 Chapter 14 Saying No What to Do When You Cant Say Yes
217
Seeing Red Dealing with Difficult Customers
227
Taking Initiative Bouncing Back from Service Blunders
239
The Gift of the Gaffe Dealing with Customer Complaints
249
Working in a Wired World
257
Clicking with Your Customers Online Content and Commerce 259 Chapter 19 Making Your Web Site Shine with Site Design
269
EMail Etiquette and Writing
289

Beyond Employee of the Month Reward and Recognition
119
It Takes a Team ProblemSolving with a Twist
127
Keeping Your Customers Simple Actions
149
Its Not What You Say Its How You Say
163
It Takes Two to Tango Getting in Step with Your Customer
183
Turning Service Excellence into Sales Success
207
EMail Etiquette and Writing Making the Most of the Medium 289 Chapter 21 CRM Automating the Personal Touch
319
Ten Major Donts of Customer Service
333
Ten Ways to Get Better Service as a Customer
347
Index
359
Copyright

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About the author (2011)

Karen Leland and Keith Bailey are cofounders of the Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training. Clients include Oracle, IBM, Avis, and Lucent.

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