Customer Service For Dummies

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John Wiley & Sons, Mar 3, 2011 - Business & Economics - 408 pages
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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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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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Customer Service for Dummies by Karen Leland & Keith Bailey
Don't underestimate this tome of a book; a terrific, practical guide to providing top notch customer service and support. Resource Center for Customer ...
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Customer service for dummies / by Karen leland and Keith Bailey ...
Customer service for dummies / by Karen leland and Keith Bailey. Author: Leland, Karen. Call No: HF 5415.5 .B34 1999, Item Type: Status: Home: Currently: ...
salcat.dpi.state.wi.us/ Amlibweb/ webquery.dll?v4=7366& v20=3& v23=4& v24=103640& v46=7366

Sterling Consulting Group: Press & Media: Marin Independent ...
They have a new book, 'Online Customer Service for Dummies,' an encore to their previous 'Customer Service for Dummies' in 1996, which sold 175000 copies ...
www.quality-service.com/ news/ marin_ij.html

Wiley-VCH - Leland, Karen / Bailey, Keith - Customer Service For ...
Customer Service For Dummies. 3. Auflage - Mai 2006 22,90 Euro ... Customer Service For Dummies, Third Edition integrates the unbeatable information from ...
www.wiley-vch.de/ publish/ dt/ books/ bySubject00/ highlights/ 0-471-76869-3/ ?sID=

Making Service a Habit, Not a Chore - Kiplinger.com
They are the authors of Customer Service for Dummies and Online Customer Service for Dummies. Their Sterling Consulting Group, which counts AT&T and Oracle ...
www.kiplinger.com/ businessresource/ recommend/ archive/ 2007/ servicesterling.html

Going the extra mile: companies focus on the very reason they''re ...
"The state of customer service is not very good today," states Karen Leland of Sausalito, California., co-author of Customer Service for Dummies (For ...
goliath.ecnext.com/ coms2/ summary_0199-3440266_ITM

Ten Most Common E-mail Etiquette Mistakes. | Professional Services ...
In the just released second edition of Customer Service For Dummies, Leland and Bailey offer the 10 most common e-mail mistakes in business correspondence ...
www.allbusiness.com/ technology/ computer-software-productivity-applications/ 370379-1.html

ipac2.0
Customer service for dummies [electronic resource] / by Karen Leland and Keith Bailey. by Leland, Karen. Hoboken, nj : Wiley, c2006. ...
occ.dalnet.lib.mi.us/ ipac20/ ipac.jsp?session=S2075N476F746.1871893& profile=ocah& uri=link=3100007~!331769~!3100001~!3...

Customer Service Libri - Webster.it
"Customer Service For Dummies," Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Se... (Continua) ...
www.webster.it/ read_books_usa-customer_service-BUS01800-p_6.htm

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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