Book Overview
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.
Format:Paperback
Language:English
ISBN:1568843917
ISBN13:9781568843919
Release Date:December 1995
Publisher:For Dummies
Length:384 Pages
Weight:1.65 lbs.
Dimensions:0.9" x 7.4" x 9.2"
Customer Reviews
5 ratings
A great guide for new customer service reps
Published by Thriftbooks.com User , 16 years ago
I have taught a lot of classes in cutomer service in the information technology field. This is a great book to use for reference and discussions. It teaches on a level almost anyone can understand, provides insites to customer satisfaction, and how to achieve it. It's filled with little gems like "answer the phone with a smile on your face." This book is an easy read and well worth the money.
Great book & Great service
Published by Thriftbooks.com User , 17 years ago
As a Best Buy Consumer Relations representative we deal alot with the satisfication of customers & the products that they purchase at our stores. The level of service that i recieved with the purchase of my book was outstanding & the follow up on this has been nice. I would reccommend this service anytime , and look forward to my future purchases :)
Kudos for Customer Service for Dummies
Published by Thriftbooks.com User , 23 years ago
I chose this book mainly because of its inviting format. Like somany of the "Dummies" books, it's fun to read. Participants in mycustomer service seminars heartily agree. I especially like thesummarizing "Cheat Sheets" of key points inside the front cover ... and the section on how to receive, not just give, good service. The cartoons and brief chapters also help make this a page turner. Fairly priced, too.
A Great Resource Even For Experts
Published by Thriftbooks.com User , 24 years ago
I've worked in the customer support field now for seven years and I consider myself somewhat of an expert in the field. I bought this book because I thought that I could use a few suggestions or reminders to help me hone my skills. What I found was a goldmine.When I first started in Customer Service I dealt pricipally on the phone speaking to customers. That has changed and now I deal mainly via e-mail. The reason this book was so great for me is that it contains three chapters that deal with nothing but e-mail.I have recommended this book to all of my co-workers and my manager is going to provide the entire department with complementary copies because it is such a great resource. He has read it too.I wish that I could describe in detail each and every reason that you should buy this book, but I would probably end up writing a book myself. Whether you're an old pro, like me, or a beginner, this book has something for you.
Great, No Hype, To-The-Point and Easy to Implement
Published by Thriftbooks.com User , 27 years ago
As customers we all recognize great Customer Service when we receive it. If you are like me, you used that knowledge to setup the Customer Service for your company. Last week I wanted to know how well we were doing in this respect. I wanted to measure our client service against the "General Accepted Customer Service Standards", without all the hype. If this is also your case, "Customer Service for Dummies" is the book for you! Karen Leland and Keith Bailey did an incredible job in explaining the insider's secrets to provide great customer service. They convinced me that success only depends on the right mindset and it doesn't depend on having the resources of a Fortune 500 company
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