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" Customer service for dummies / "
by Karen Leland and Keith Bailey.
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BL
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| Record Number
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1020144
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| Doc. No
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b774514
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| Main Entry
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Leland, Karen.
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| Title & Author
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Customer service for dummies /\ by Karen Leland and Keith Bailey.
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| Edition Statement
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3rd ed.
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| Publication Statement
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Indianapolis, IN :: Wiley,, 2006.
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| Series Statement
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--For dummies
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| Page. NO
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xxii, 380 pages :: illustrations ;; 23 cm.
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| ISBN
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0471768693
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: 9780471768692
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| Notes
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Includes index.
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| Contents
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pt. I. Creating the customer-centric organization -- 1. Championing customer service -- 2. In-focused or customer-focused : where do you stand? -- 3. Building a winning service strategy -- 4. Better service through surveys : questionnaires, focus groups, and interviews -- 5. Company-wide training as a catalyst for change -- pt. II. Take it from the top : service management -- 6. Coaching service excellence -- 7. What you can measure, you can manage : service standards -- 8. Beyond employee of the month : reward and recognition -- 9. It takes a team : problem-solving with a twist -- pt. III. Keeping your customers : simple actions, significant payoffs -- 10. A wink, a smile, and a nod : body language -- 11. It's not what you say, it's how you say it : phone tone and etiquette -- 12. It takes two to tango : getting in step with your customer -- 13. Turning service excellence into sales success : five timeless techniques -- pt. IV. Road blocks : when the going gets rough -- 14. Saying no : what to do when you can't say yes -- 15. Seeing red : dealing with difficult customers -- 16. Taking initiative : bouncing back from service blunders -- 17. The gift of the gaffe : dealing with customer complaints -- pt. V. Working in a wired world : customer service on the Web -- 18. Clicking with your customers : online content and commerce -- 19. Making your Web site shine with site design -- 20. E-mail etiquette and writing : making the most of the medium -- 21. CRM : automating the personal touch -- pt. VI. The part of tens -- 22. Ten major don'ts of customer service -- 23. Ten tips for constructive conflict with co-workers -- 24. Ten ways to get better service as a customer.
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| Abstract
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"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."--Publisher's description.
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| Subject
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Customer services.
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Customer services.
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Kundendienst.
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Kundenorientierung.
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Servicepolitik.
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.5.L45 2006
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| NLM classification
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QP 620rvk
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| Added Entry
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Bailey, Keith,1945-
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