Customer Service For Dummies^?, 3rd Edition

by Karen Leland; Keith Bailey

• ISBN13: 9780470049723
• ISBN10: 0470049723
• Format: eBook
• Copyright: 2006-07-01
• Publisher: For Dummies

Summary

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.

Table of Contents

Introduction

Creating the Customer-Centric Organization

Championing Customer Service

In-Focused or Customer-Focused: Where Do You Stand?

Building a Winning Service Strategy

Better Service through Surveys: Questionnaires, Focus Groups, and Interviews

Company-Wide Training as a Catalyst for Change

Take It from the Top: Service Management

Coaching Service Excellence

What You Can Measure, You Can Manage: Service Standards

Beyond Employee of the Month: Reward and Recognition

It Takes a Team: Problem-Solving with a Twist

Keeping Your Customers: Simple Actions, Significant Payoffs

A Wink, a Smile, and a Nod: Body Language

It's Not What You Say, It's How You Say It: Phone Tone and Etiquette

It Takes Two to Tango: Getting in Step with Your Customer

Turning Service Excellence into Sales Success: Five Timeless Techniques

Road Blocks: When the Going Gets Rough

Saying No: What to Do When You Can't Say Yes

Seeing Red: Dealing with Difficult Customers

Taking Initiative: Bouncing Back from Service Blunders

The Gift of the Gaffe: Dealing with Customer Complaints

Working in a Wired World: Customer Service on the Web

Clicking with Your Customers: Online Content and Commerce

Making Your Web Site Shine with Site Design

E-Mail Etiquette and Writing: Making the Most of the Medium

CRM: Automating the Personal Touch

The Part of Tens

Ten Major Don'ts of Customer Service

Ten Tips for Constructive Conflict with Co-Workers

Ten Ways to Get Better Service as a Customer

Index

Table of Contents provided by Publisher. All Rights Reserved.