Name: Customer Service For Dummies By Karen Leland
SKU: 9780471768692
Price: 25.99 AUD
Availability: InStock

Customer Service For Dummies Summary

Customer Service For Dummies by Karen Leland

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.

About Karen Leland

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.

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.

Additional information

Sku

GOR002149613

ISBN 13

9780471768692

ISBN 10

0471768693

Title

Customer Service For Dummies by Karen Leland

Author

Karen Leland

Condition

Used - Very Good

Binding type

Paperback

Publisher

John Wiley & Sons Inc

Year published

2006-05-12

Number of pages

408

Prizes

N/A

Cover note

Book picture is for illustrative purposes only, actual binding, cover or edition may vary.

Note

This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us

Customer Service For Dummies Karen Leland

Customer Service For Dummies by Karen Leland

Summary

Customer Service For Dummies Summary

Customer Service For Dummies by Karen Leland

About Karen Leland

Table of Contents

Additional information

Customer Reviews - Customer Service For Dummies