Customer Service For Dummies / Edition 3

Customer Service For Dummies / Edition 3

by Karen Leland
     
 

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ISBN-10: 0471768693

ISBN-13: 2900471768691

Pub. Date: 05/28/2006

Publisher: Wiley

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.

Overview

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.

Product Details

ISBN-13:
2900471768691
Publisher:
Wiley
Publication date:
05/28/2006
Series:
For Dummies Series
Edition description:
REV
Pages:
408

Related Subjects

Table of Contents

Foreword.

Introduction.

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:.

Company Strategies.

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.

Index.

Book Registration Information.

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