Customer Service for Dummies, 3rd Edition
- 6h 41m
- Karen Leland, Keith Bailey
- John Wiley & Sons (US)
- 2006
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.
About the Authors
Karen Leland and Keith Bailey are cofounders of Sterling Consulting Group, Inc., an international management consulting firm specializing in maximizing results through the people side of business. They have a combined 25 years of experience in this field and have worked with over 100,000 executives, managers, and front- line staff from a wide variety of industries including retail, transportation, hospitality, banking, and consumer goods.
Their consulting work in corporations and public speaking engagements has taken them throughout North America, Southeast Asia, and Europe. Their clients have included such companies as AT&T, American Express, Apple Computer, Avis Rent A Car, Bank of America, Bristol-Myers Squibb, The British Government, DuPont, SC Johnson Wax, Lufthansa German Airlines, Pacific Bell, Microsoft, and Oracle, to name a few.
In addition to their consulting work, Karen and Keith are sought after by the media as experts on quality service. They have been interviewed by dozens of newspapers, magazines, and television and radio stations including The Associated Press International, The British Broadcasting Company, CBS, CNN, Entrepreneur magazine, Fortune magazine, Newsweek, The New York Times, Sales & Marketing Management magazine, TIME magazine, and The Oprah Winfrey Show.
Karen Leland and Keith Bailey are the authors of the previous two editions of Customer Service For Dummies, which have sold over 200,000 copies to date and been translated into numerous languages including Spanish, German, Korean, and Polish, among others. In addition, they are the authors of Watercooler Wisdom: How Smart People Prosper in the Face of Conflict, Pressure and Change (New Harbinger, 2006).
In this Book
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Customer Service For Dummies, 3rd Edition
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Introduction
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Championing Customer Service
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In-Focused or Customer-Focused—Where Do You Stand?
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Building a Winning Service Strategy
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Better Service through Surveys—Questionnaires, Focus Groups, and Interviews
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Company-Wide Training as a Catalyst for Change
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Coaching Service Excellence
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What You Can Measure, You Can Manage—Service Standards
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Beyond Employee of the Month—Reward and Recognition
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It Takes a Team—Problem-Solving with a Twist
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A Wink, a Smile, and a Nod—Body Language
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It's Not What You Say, It's How You Say It—Phone Tone and Etiquette
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It Takes Two to Tango—Getting in Step with Your Customer
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Turning Service Excellence into Sales Success—Five Timeless Techniques
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Saying No—What to Do When You Can't Say Yes
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Seeing Red—Dealing with Difficult Customers
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Taking Initiative—Bouncing Back from Service Blunders
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The Gift of the Gaffe—Dealing with Customer Complaints
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Clicking with Your Customers—Online Content and Commerce
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Making Your Web Site Shine with Site Design
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E-Mail Etiquette and Writing—Making the Most of the Medium
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CRM—Automating the Personal Touch
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Ten Major Don'ts of Customer Service
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Ten Tips for Constructive Conflict with Co-Workers
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Ten Ways to Get Better Service as a Customer
