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Picture 1 of 1
Customer Service For Dummies
US $6.48
Condition:
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A book that has been read but is in good condition. Very minimal damage to the cover including scuff marks, but no holes or tears. The dust jacket for hard covers may not be included. Binding has minimal wear. The majority of pages are undamaged with minimal creasing or tearing, minimal pencil underlining of text, no highlighting of text, no writing in margins. No missing pages. See the seller’s listing for full details and description of any imperfections.
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Item specifics
- Condition
- ISBN
- 9780471768692
- Book Title
- Customer Service for Dummies
- Publisher
- Wiley & Sons, Incorporated, John
- Item Length
- 9.3 in
- 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 Weight
- 21.7 Oz
- Item Width
- 7.4 in
- Number of Pages
- 408 Pages
About this product
Product Identifiers
Publisher
Wiley & Sons, Incorporated, John
ISBN-10
0471768693
ISBN-13
9780471768692
eBay Product ID (ePID)
50875452
Product Key Features
Edition
3
Book Title
Customer Service for Dummies
Number of Pages
408 Pages
Language
English
Publication Year
2006
Topic
Customer Relations
Features
Revised
Illustrator
Yes
Genre
Business & Economics
Format
Trade Paperback
Dimensions
Item Height
0.9 in
Item Weight
21.7 Oz
Item Length
9.3 in
Item Width
7.4 in
Additional Product Features
Intended Audience
Trade
LCCN
2006-920629
Dewey Edition
22
Dewey Decimal
658.812
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.
Synopsis
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., 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.
LC Classification Number
HF5415.5
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