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Picture 1 of 1
Customer Service For Dummies
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Located in: Tacoma, Washington, United States
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Estimated between Fri, Jun 14 and Sat, Jun 22 to 43230
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Item specifics
- Condition
- ISBN
- 9780471768692
- Book Title
- Customer Service for Dummies
- Item Length
- 9.3 in
- Publisher
- Wiley & Sons, Incorporated, John
- Edition
- 3
- Publication Year
- 2006
- Format
- Trade Paperback
- Language
- English
- Illustrator
- Yes
- Item Height
- 0.9 in
- Features
- Revised
- Genre
- Business & Economics
- Topic
- Customer Relations
- Item Width
- 7.4 in
- Item Weight
- 21.7 Oz
- Number of Pages
- 408 Pages
About this product
Product Information
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.
Product Identifiers
Publisher
Wiley & Sons, Incorporated, John
ISBN-10
0471768693
ISBN-13
9780471768692
eBay Product ID (ePID)
50875452
Product Key Features
Book Title
Customer Service for Dummies
Edition
3
Format
Trade Paperback
Language
English
Features
Revised
Topic
Customer Relations
Publication Year
2006
Illustrator
Yes
Genre
Business & Economics
Number of Pages
408 Pages
Dimensions
Item Length
9.3 in
Item Height
0.9 in
Item Width
7.4 in
Item Weight
21.7 Oz
Additional Product Features
Intended Audience
Trade
Lc Classification Number
Hf5415.5
Edition Description
Revised Edition
Table of Content
Introduction.Part I: Creating the Customer-Centric Organization.Chapter 1: Championing Customer Service.Chapter 2: In-Focused or Customer-Focused: Where Do You Stand?Chapter 3: Building a Winning Service Strategy.Chapter 4: Better Service through Surveys: Questionnaires, Focus Groups, and Interviews.Chapter 5: Company-Wide Training as a Catalyst for Change.Part II: Take It from the Top: Service Management.Chapter 6: Coaching Service Excellence.Chapter 7: What You Can Measure, You Can Manage: Service Standards.Chapter 8: Beyond Employee of the Month: Reward and Recognition.Chapter 9: It Takes a Team: Problem-Solving with a Twist.Part III: Keeping Your Customers: Simple Actions, Significant Payoffs.Chapter 10: A Wink, a Smile, and a Nod: Body Language.Chapter 11: It's Not What You Say, It's How You Say It: Phone Tone and Etiquette.Chapter 12: It Takes Two to Tango: Getting in Step with Your Customer.Chapter 13: Turning Service Excellence into Sales Success: Five Timeless Techniques.Part IV: Road Blocks: When the Going Gets Rough.Chapter 14: Saying No: What to Do When You Can't Say Yes.Chapter 15: Seeing Red: Dealing with Difficult Customers.Chapter 16: Taking Initiative: Bouncing Back from Service Blunders.Chapter 17: The Gift of the Gaffe: Dealing with Customer Complaints.Part V: Working in a Wired World: Customer Service on the Web.Chapter 18: Clicking with Your Customers: Online Content and Commerce.Chapter 19: Making Your Web Site Shine with Site Design.Chapter 20: E-Mail Etiquette and Writing: Making the Most of the Medium.Chapter 21: CRM: Automating the Personal Touch.Part VI: The Part of Tens.Chapter 22: Ten Major Don'ts of Customer Service.Chapter 23: Ten Tips for Constructive Conflict with Co-Workers.Chapter 24: Ten Ways to Get Better Service as a Customer.Index.
Copyright Date
2006
Lccn
2006-920629
Dewey Decimal
658.812
Dewey Edition
22
Item description from the seller
Seller assumes all responsibility for this listing.
eBay item number:126483649860
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Item location:
Tacoma, Washington, United States
Ships to:
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| Shipping and handling | To | Service | Delivery*See Delivery notes |
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| Free shipping | United States | Economy Shipping (USPS Media MailTM) | Estimated between Fri, Jun 14 and Sat, Jun 22 to 43230 |
| Handling time |
|---|
| Will usually ship within 2 business days of receiving cleared payment. |
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| After receiving the item, contact seller within | Refund will be given as | Return shipping |
|---|---|---|
| 30 days | Money Back | Buyer pays for return shipping |
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Item is complete and 100% as described. Shipping was reasonable and item packaged well and arrived 100% intact though-out the shipping process. My 3 star rating for shipping charges in no way reflects upon the seller (who I would purchase from again) but the involuntary expense involved. I was not involved with communicating with the seller so that also explains my 3 star for communication. It did not apply. I am sure the seller would communicate if it were necessary.
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