Customer Service For Dummies / Edition 3by Karen Leland
Pub. Date: 05/28/2006
New case studies, tales from the front, snapshots of customer service superstars, and new scenarios are all features of this bestseller's second edition--plus how the Internet has impacted customer service.
Table of ContentsForeword.
PART I: Look Before You Leap.
Chapter 1: Back to Basics: The Art of Giving Good Service.
Chapter 2: Who's Next in Line? The Art of Getting Good Service.
Chapter 3: Mirror, Mirror on the Wall: Taking an Honest Look at Your Service.
PART II: Simple Actions, Significant Payoffs: Individual Strategies.
Chapter 4: A Wink, a Smile, and a Nod: Body Language.
Chapter 5: It's Not What You Say, It's How You Say It: Tone of Voice.
Chapter 6: Help, I'm Stuck in Voice Mail: Telephone Etiquette.
Chapter 7: It's Never Crowded along the Extra Mile.
Chapter 8: What to Do When You Can't Say Yes.
PART III: Dealing with Difficult People.
Chapter 9: How to Win Over a Difficult Customer.
Chapter 10: Wrinkled Foreheads and clenched Fists: Stress Management.
Chapter 11: It Takes Two to Tango: Getting in Step with Your Customer.
Chapter 12: Managing Conflict with Co-Workers.
PART IV: Six Steps to Service Success:.
Chapter 13: Taking Your Company's Pulse: How to Survey Your Customers.
Chapter 14: Putting the Puzzle Together: Creating an Action Plan.
Chapter 15: You're Never Too Old (Or Young) to Learn: Service Training.
Chapter 16: Quality Groups: The Key to Continuous Improvement.
Chapter 17: What You Can Measure, You Can Manage: Service Standards.
Chapter 18: Beyond Employee of the Month: Reward and Recognition.
PART V: Cyberspace -- The Next Frontier.
Chapter 19: The Era of E-Mail: Mastering Your Electronic Mailbox.
Chapter20: Good Manners in Cyberspace -- E-Mail Etiquette.
Chapter 21: The Ethics of E-Mail: Facing Privacy, Permanence, and Policy Issues.
Chapter 22: Working in a Wired World -- Customer Service on the Web.
PART VI: The Part of Tens.
Chapter 23: Ten Good Customer Service Habits to Develop.
Chapter 24: Ten Ways to be a Good Customer Service Role Model for Your Staff.
Chapter 25: Ten Major Don'ts (And Do's) of Customer Service.
Chapter 26: Ten Ways to Sell with Service.
Chapter 27: Ten Questions to Ask Before Hiring a Customer Service Consultant.
Chapter 28: Ten Ways to Maintain Service in a Growing Company.
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