Customer Service For Dummies

by 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.

Genres: Business

408 pages, Paperback

First published January 1, 1995

Reviews

[Rona · Rating 5 out of 5]

I believe that it's a good idea to stay on top of new customer service techiniques and to brush up on my skills periodically. Since my days, as a Customer Service Rep, at home it was my responsiblity to do so.

I recommend 'Customer Service for Dummies'- 3rd Edition by Karen Leland and Keith Bailey. This is a must have for all Virtual Customer Service, Sales Reps and Property Managers, in your reference library. Whether you're conducting business in-person, email or phone, you'll find plenty of suggestions and tips. The book includes sales techinques, as well.

[Bernie4444 · Rating 5 out of 5]

This Book has a hidden treasure

There is no way that just reading this book will turn you into a customer service professional. However, it does contain hidden treasures for those who are 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"

[Isabel Rebelo da Silva · Rating 5 out of 5]

I found this boo to be a great book. It covers well all aspects of Customer Service. It was written a while ago and many things have changed in the business world, but still has information that applies today. Business involve people, selling and buying, and good service it is always the best business card a company can give to its clients.

[Adriana Conto · Rating 4 out of 5]

Casos prácticos de servicio al cliente temas como comunicación clientes difíciles etiqueta telefónica valor agregado encuesta clientes grupos de calidad manejo de conflictos hábitos de servicio muy bueno para consultar y copiar tips para los cursos

[Patrick Mwangi · Rating 5 out of 5]

A great guide for do's and dont's for first time business owners when dealing with customers.

[Amanda · Rating 4 out of 5]

Very business oriented. Good that addresses companies large and small. Discusses fundamentals of good customer service and methodologies in multiple settings. It considers actions and attitudes necessary for personal, phone, email. Discusses how to positively handle unhappy customers. Simple and direct treatment of subject. Concrete examples.