Product Description

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.

Product Details

• Amazon Sales Rank: #90779 in Books
• Published on: 2006-05-12
• Original language: English
• Number of items: 1
• Binding: Paperback
• 408 pages

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

This Book has hidden treasure
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"

A one stop shop for customer service training
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.

Fantastic!
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 :)