Customer Service For Dummies
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Product Description
Product Description
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.
From the Back Cover
Features even more new information on online customer service
"Provides the tools to achieve results that have benefited me, my company, my customers."
—Bo Wilson, VP Global Customer Support, VeriSign
Good products and good marketing aren′t enough to succeed in business; you also need good customer service. This new edition reinforces the fundamentals of getting in step with your customers and shows you how to apply them in any scenario. Here′s your key to happy customers — and success — in today′s business world.
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
Discover how to
- Understand key customer service concepts
- Measure your strengths and weaknesses
- Foster good face–to–face and telephone service
- Respond and relate to different customer personalities
- Deal effectively with angry or abusive customers
Inside This Book
(Learn More)
First Sentence
In the old days, nobody wrote books about service. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
In the old days, nobody wrote books about service. Read the first page
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Concordance
Browse Sample PagesConcordance
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Customer Reviews
Most Helpful Customer Reviews
8 of 8 people found the following review helpful
Format: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
Format: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"
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
Format: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 :)
Thank you so much, "Dummies.." and Amazon.co.uk who helped to get me my dream job :)
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Most Recent Customer Reviews
Great book !!!
I loved every bit of this book much needed n very helpful , don't waste your time looking for more books in same category , this book has all pre-formatted questions and important... Read more
Published 13 months ago by luv7822000
I AM NOT A DUMMY
i am an Customer Service Assessor and not a dummy. I found this book quite helpful, it is easy to read and can be put down anytime. Examples are good and the tips. Read more
Published 19 months ago by lucky girl
love the dummies
the dummy books are always great and informative. An equally informative book on how to achieve great customer service is Secret Service: Licence to Thrill Your Customers great... Read more
Published on 25 Sep 2009 by Lidy Benton
A useful addition to your customer service library
As with other 'Dummies' books this provides a pretty comprehensive overview of the subject. The authors are experienced professionals in the field and clearly have much expertise... Read more
Published on 17 Oct 2008 by Simon Hazeldine
Great book!!!
I must say this is a very useful and interesting book. It covers all you need to know about customer service in a very interesting way. Read more
Published on 19 Dec 2004
Easily read and helpful content
I found this book to be quite good actually. I enjoy the writing style of the 'For Dummies' range of books - making serious content easy to digest and even fun! Read more
Published on 25 Nov 2004 by Stephen Weekes
This book was very knowledgeable about customer service
I have found out a lot about values, perceptions, expectations,how behaviours affect the customer loyalty. How to provide the best customer service to meet the customers needs. Read more
Published on 3 Jun 1999
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