Customer Service For Dummies Paperback – 12 May 2006
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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.
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Top Customer Reviews
I was grateful for the chapter called " You're Never Too Old (or young) to Learn: Service Training"
Thank you so much, "Dummies.." and Amazon.co.uk who helped to get me my dream job :)
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.
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.
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.
Simon Hazeldine Author of 'Bare Knuckle Customer Service', 'Bare Knuckle Selling' and 'Bare Knuckle Negotiating'
Most Recent Customer Reviews
this book is very informative and helped me get the job of my dreams- thank you so muchPublished 17 months ago by manjit brar
This book offers very helpful guidance on a wide range of areas. It is well set out as a reference book but equally useful to read cover to coverPublished on 13 Nov. 2013 by AntSherlock
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 morePublished on 5 May 2011 by luv7822000
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 morePublished on 22 Oct. 2010 by lucky girl