Customer Service for Dummies

ISBN-10: 0471768693

ISBN-13: 9780471768692

Edition: 3rd 2006 (Revised)

List price: $21.99
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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.

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Book details

List price: $21.99
Edition: 3rd
Copyright year: 2006
Publisher: John Wiley & Sons, Incorporated
Publication date: 5/1/2006
Binding: Paperback
Pages: 408
Size: 7.50" wide x 9.00" long x 0.75" tall
Weight: 1.342
Language: English

Introduction
About This Book
Conventions Used in This Book
What You're Not to Read
Foolish Assumptions
How This Book Is Organized
Icons Used in This Book
Where to Go from Here
Creating the Customer-Centric Organization
Championing Customer Service
Benefiting from the Evolution of Customer Service
Standing for Real Values - Even in the Virtual World
Mirror, Mirror on the Wall: Taking an Honest Look at Your Service
In-Focused or Customer-Focused: Where Do You Stand?
The In-Focused Company
The Customer-Focused Company
Three Basic Elements of Service Excellence
Developing a Customer-Friendly Attitude
Expanding Your Definition of Service
Reconsidering Who Your Customers Are
Measuring Your Customer Focus: A Questionnaire
Building a Winning Service Strategy
Six Key Strategies for Customer Service
Implementing Your Strategy
Four Critical Questions
Better Service through Surveys: Questionnaires, Focus Groups, and Interviews
Surveying Staff and Customers
Figuring Out What Type of Survey You Need to Do
Determining Who Needs to Conduct Your Survey
Figuring Out Which Survey Method to Use
Communicating the Results
Company-Wide Training as a Catalyst for Change
Service Is Everyone's Business from CEO to Secretary
Seven Core Types of Training
Choosing a Training Method That Works for You
Preparing Your Staff for a Good Experience
Practice Makes Perfect
Take It from the Top: Service Management
Coaching Service Excellence
Meeting Up to Improve Service
Taking a Three-Stage Coaching Approach
Do's and Don'ts for Dealing with Difficult Coaching Situations
What You Can Measure, You Can Manage: Service Standards
You Can't Measure Friendly
You Can Measure Smiles
Criteria for Effective Service Standards
Acing the Invisible Score Card
Developing Service Standards in Four Simple Steps
Beyond Employee of the Month: Reward and Recognition
Informal Recognition
Formal Rewards
It Takes a Team: Problem-Solving with a Twist
Problem-Solving with Quality Groups: Killing Two Birds with One Stone
Using a Step-by-Step Problem-Solving Method in Your Quality Group
Reaching Online Consensus in Virtual Quality Groups
Keeping Your Customers: Simple Actions, Significant Payoffs
A Wink, a Smile, and a Nod: Body Language
Seeing Customers Eye to Eye
Minding Your Facial Expressions
From the Waist Up
Getting a Handle on Hand Gestures
A Touchy Subject
Excuse Me, You're Standing in My Space
Neatness Counts
Small Things Mean a Lot
It's Not What You Say, It's How You Say It: Phone Tone and Etiquette
Improving Your Inflection
Adjusting the Volume
Pacing Yourself
Telephone Etiquette
Voice-Mail Excellence
It Takes Two to Tango: Getting in Step with Your Customer
What's My Style?
Understanding Your Working Style
Getting in Step with Different Styles
Style-Stepping Opportunities
Creating a Customer Profile
Turning Service Excellence into Sales Success: Five Timeless Techniques
Getting the Customer's Attention
Asking Questions
Making Benefit Statements
Backtracking
Bridging
Road Blocks: When the Going Gets Rough
Saying No: What to Do When You Can't Say Yes
Circumstances that Make It Impossible to Say Yes
Saying Yes versus Making Customers Happy
The Customer's Six Basic Needs - Are You Meeting Them?
What to Do When You Have to Say No
Seeing Red: Dealing with Difficult Customers
Six Steps to Beat the Heat of a Difficult Customer
Understanding and Overcoming Stress
Taking Initiative: Bouncing Back from Service Blunders
Taking the Bounce-Back Initiative
Defining Service Heroism: Goodwill
The Gift of the Gaffe: Dealing with Customer Complaints
Viewing Complaints as Gifts
Make It Easy for Your Customers to Complain
Identifying the Elements of the Complaint
Thanking Your Customers for Complaining
Sincerely Apologizing for All Problems
Fixing the Problem
Practicing Prevention
Following Up
Working in a Wired World: Customer Service on the Web
Clicking with Your Customers: Online Content and Commerce
Content: Giving People a Reason to Visit Your Site
Commerce: Making It Easy for Your Customers to Buy
Encouraging People to Share Ideas about Your Company
Making Your Web Site Shine with Site Design
Determining Your Web Site Goals
Exploring Ways to Reach Your Goals
Engaging the Right Web Developer
Polishing Your Web Site to Outshine Your Competitors
Allowing Customers to Find Your Site
E-Mail Etiquette and Writing: Making the Most of the Medium
Weighing E-Mail Pros and Cons
Testing Your E-Mail Etiquette
E-Mail Etiquette Solutions
Writing E-Mails that Produce Results
E-Mail Ethics
Creating Online Rapport
Backtracking key words
CRM: Automating the Personal Touch
Defining Customer Relationship Management
Developing Trust and Loyalty Online
Learning from CRM
The Part of Tens
Ten Major Don'ts of Customer Service
I Don't Know
No
That's Not My Job
You're Right; This Stinks
That's Not My Fault
You Need to Talk to My Manager
You Want It By When?
Calm Down
I'm Busy Right Now
Call Me Back
Ten Tips for Constructive Conflict with Co-Workers
Assert Yourself
Handle Most Conflicts Face to Face
Express Empathy for Other Viewpoints
Avoid Fighting for the Last Word
Don't Pretend Everything Is Okay
Look Below the Surface
Work with a Withdrawing Co-Worker
Avoid Serving Up Put-Downs
Realize Mood Affects Receptivity
Keep in Mind the Four Essential Truths of Human Interaction
Ten Ways to Get Better Service as a Customer
Start Off on the Right Foot
Ask for What You Want
Stand in Their Shoes
Express Yourself in Style
Use "I" Messages
Take Control of the Telephone
Complain on the Spot
Move Your Complaint up the Ladder
Write an Effective Complaint Letter
Acknowledge a Job Well-Done
Index
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