- Paperback: 456 pages
- Publisher: John Wiley & Sons; 2nd Edition edition (10 Sep 1999)
- Language English
- ISBN-10: 0764552090
- ISBN-13: 978-0764552090
- Product Dimensions: 23.5 x 18.8 x 2.9 cm
- Average Customer Review: 4.5 out of 5 stars See all reviews (10 customer reviews)
- Amazon Bestsellers Rank: 186,202 in Books (See Top 100 in Books)
- See Complete Table of Contents
Customer Service For Dummies
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Product Description
Product Description
In today′s highly competitive environment, good products and good marketing aren′t enough. To succeed, you also need great customer service. Quality service touches our lives in two important ways: the service we give and the service we receive.
Customer Service For Dummies, 2nd Edition, brims with hot tips, techniques, and lots of suggestions for giving your customers the kind of service that you yourself would like to receive. This down–to–earth, step–by–step guide fills you in on ways to
- Take stock of your customer service strengths and weaknesses
- Commit to continuous improvement
- Work your way through modern–day e–mail and Internet etiquette
- Foster positive face–to–face and telephone service
- Deal with the unhappy folks among your customers
Packed with practical advice for getting through the everyday challenges at work, Customer Service For Dummies, 2nd Edition, shows you how to develop your staff so that they become service heroes to their customers. This insightful resource also gives you the goods on
- Keeping your sanity when angry customers confront you with clenched fists or wrinkled foreheads
- Saying "No" nicely: Focusing on what you can do for the customer
- Tuning into body language and vocal tone
- Knowing the importance of both internal and external customers
- Achieving gold–level service at bronze–level cost
- Improving market share – whether the company′s big, small, or in between
- Becoming a better customer by expressing yourself in style
Although customer service basics seem so much like common sense – smile, say please, and say thank you – these gestures alone won′t begin to satisfy every situation. Once you expand your definition of service, reconsider who your customers are, and develop a customer–friendly attitude, you′ll be in the right place to meet your customers′ expectations – and right on time to make a pleasingly positive impression!
From the Back Cover
"An outstanding guide to the techniques and attitudes required to provide great customer service." George Gendron, Editor–in–Chief, Inc. magazine "Provides the key insights into customer service for the new service revolution." Patrick Deagman, Vice President, Sun Microsystems, Inc. Praise for Customer Service For Dummies® "Well–written, fun–to–read…. An excellent book to make those hard–earned marketing dollars work to your advantage." — Self–Employed America "Excellent…. Provides lots of step–by–step tips." — Small Business Opportunities "A ‘must–have’ manual for companies of all sizes — from the sole proprietor to the largest corporation." — Home Business Journal
Revised with all–new material on e–mail and Internet customer service
Features ready–to–use customer service surveys and questionnaires
In today's highly competitive environment, good products and good marketing aren't enough. To succeed, you also need good customer service. Now revised with new coverage of e–mail and Internet issues, new examples, new solutions, and more, this guide is your key to quality service — and success — in the new millennium.
Discover how to: Understand key customer service concepts Plan and implement a customer service strategy Foster good face–to–face and telephone service Improve e–mail and Internet communication Deal effectively with angry or abusive customers
Get smart! www.dummies.com Register to win cool prizes Browse exclusive articles and excerpts Get a free Dummies Daily™ e–mail newsletter Chat with authors and preview other books Talk to us, ask questions, get answers
Inside This Book
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First Sentence
Welcome to Customer Service for Dummies, 2nd Edition. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
Welcome to Customer Service for Dummies, 2nd Edition. Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Most Helpful Customer Reviews
8 of 8 people found the following review helpful:
5.0 out of 5 stars
A one stop shop for customer service training,
This review is from: Customer Service for Dummies (Paperback)
I teach customer service at a college for visually impaired people. This book uses simple language without being patronising to get across the basic principles. The chapters on email have been a great hit with the students, who are all practising emoticons like mad! If it has any faults it is that it is written for the American market, and therefore adjustments have to be made for Britain, but generally, it it the best book I have found for my needs.
7 of 7 people found the following review helpful:
5.0 out of 5 stars
This Book has hidden treasure,
By
This review is from: Customer Service for Dummies (Paperback)
There is no way just reading this book will turn you into a customer service professional. However, it does contain hidden treasures for those who already our customer service professionals. I was able to take advantage of the preprinted forms in the chapter called "Taking your Company's Pulse: How to Survey Your Customers". I was grateful for the chapter called " You're Never Too Old (or young) to Learn: Service Training"
2 of 2 people found the following review helpful:
5.0 out of 5 stars
Fantastic!,
By Estonian Chick (UK) - See all my reviews
This review is from: Customer Service For Dummies (Paperback)
I bought the book just days before I had a customer service executive job interview for an online travel company. I had no experience whatsoever in cust. service but I had just finished Travel & Tourism courses and desperately wanted to find a job in this industry. And you know what - after reading that book I knew more about customer service than all my interviewers together and I got the job straight away!
Thank you so much, "Dummies.." and Amazon.co.uk who helped to get me my dream job :)
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