Customer Service For Dummies 3rd Edition by Karen Leland, Keith Bailey ISBN 0471768693 9780471768692

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Product details:

ISBN 10: 0471768693 

ISBN 13: 9780471768692

Author: Karen Leland, Keith Bailey

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.

Table of contents:

Part 1: 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: Tuning Service Excellence into Sales Success: Five Timeless Techniques.
Part IV: Road Blocks: When the Going Gets Rough.
Chapter 14: Saving 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 Commerc
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. 

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Tags: Karen Leland, Keith Bailey, Customer, Service, Dummies