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Customer Service For Dummies Paperback – 12 May 2006

4.6 out of 5 stars 19 customer reviews

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Paperback, 12 May 2006
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Product details

  • Paperback: 408 pages
  • Publisher: John Wiley & Sons; 3rd Edition edition (12 May 2006)
  • Language: English
  • ISBN-10: 0471768693
  • ISBN-13: 978-0471768692
  • Product Dimensions: 18.8 x 2.3 x 23.6 cm
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (19 customer reviews)
  • Amazon Bestsellers Rank: 396,964 in Books (See Top 100 in Books)
  • See Complete Table of Contents

Product Description

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

About the Author

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.


Customer Reviews

4.6 out of 5 stars
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Top Customer Reviews

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.
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By bernie TOP 1000 REVIEWERVINE VOICE on 22 Oct. 2002
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"
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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 :)
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Format: Kindle Edition Verified Purchase
I rated this book 5 star because of its content.
I liked it because how it is set out simple to find what you are looking for within the book.
I would recommend this book to anyone that is studying customer service.
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By A Customer on 19 Dec. 2004
Format: Paperback
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. Learn how to be a good employer, employee, seller, customer....it even gives examples on how to write good complaint letters! After you finish this book you will have a new point of view of what good customer service is. Written in a way that makes it very easy to understand and with examples based on experiences. I enjoyed reading this book and I can say that anyone who decides to give it a go will too. I hate books that try to find the most difficult ways to explain the simple ones! I might be a dummy....but a dummy that understands better and learns faster.
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Format: Paperback
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! The book is no high brow, intellectual take on the intricacies of customer service, but then that's not why you buy these books is it?
What it does offer is a great practical view of interacting with people, and some great simple tips that you can implement almost immediately. What made the biggest impression on me was the books insistence on considering both points of view in each interaction. It reminded me to try to do it with my own customers.
Buy it and put it on your bedside cabinet for a while.
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Format: Paperback
Published a long time ago now, this is still a rather good book. It's full of pretty timeless advice and although the rise of the internet and social media since it came out has made much of the execution of customer services different, the basic principles, ethos and approaches still work very well.

I've never got the newer editions of this book as judging by their contents pages they've become rather more corporate and senior management focused, whilst this edition is much more focused on the front line and the direct carrying out of customer service.
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Format: Paperback
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 to share. The 'Dummies' books are laid out in an appealing and easy to digest way. Great to dip into for inspiration.

Simon Hazeldine Author of 'Bare Knuckle Customer Service', 'Bare Knuckle Selling' and 'Bare Knuckle Negotiating'
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