Customer Service For Dummies 3rd Edition (2006) (PDF) by Karen Leland

Description

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.

User’s Reviews

Features even more new information on online customer service “Provides the tools to achieve results that have benefited me, my company, my customers.” —Bo Wilson, VP Global Customer Support, VeriSign Good products and good marketing aren’t enough to succeed in business; you also need good customer service. This new edition reinforces the fundamentals of getting in step with your customers and shows you how to apply them in any scenario. Here’s your key to happy customers — and success — in today’s business world. Praise for Customer Service For Dummies “Well-written, fun-to-read. . . . An excellent book to make those hard-earned marketing dollars work to your advantage.” —Self-Employed America “Excellent. . . . Provides lots of step-by-step tips.” —Small Business Opportunities “A must-have’ manual for companies of all sizes — from the sole proprietor to the largest corporation.” —Home Business Journal Discover how to Understand key customer service concepts Measure your strengths and weaknesses Foster good face-to-face and telephone service Respond and relate to different customer personalities Deal effectively with angry or abusive customers About the Author Karen Leland and Keith Bailey are cofounders of the Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training. Clients include Oracle, IBM, Avis, and Lucent.

Reviews from Amazon users, collected at the time the book is getting published. It can be related to shiping or paper quality instead of the book content:

⭐ If you think the level of service you provide is great…you need to read this book.If you think the level of service you provide is bad…you need to read this book.I’ve used this book for a Custom Service class that I teach, most people are offended by the title but once you start reading you realize the level of service you provide is not so perfect after all.Biggest take away is how the book focuses on the internal and external customers we serve, your co-workers (employees) are your customers too.

⭐ 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.

⭐ This book is a well written, comprehensive look on how to provide excellent customer service. It should be required reading for both staff and manager’s, especially in goverment organizations, who provide customer service to both internal and external cilents.

⭐ This is a good resource, no matter if you have your first survey to do or have a complex service problem to fix – there is some commonsense advice on the whole range between these.For new or infrequent practitioners of surveys and service activities, this is a valuable resource – worth reading before you buy the more complex books.

⭐ This book is a must for those who are finding themselves just put in a situation where they must speak with customers. Gives insight into customer types, reminds on proper etiquette both on the phone and in person and in general makes communication more effective. Good for a geek (like myself) who is finding himself talking with the clients that (s)he supports more and more.

⭐ I felt that I knew very little about customer service, which is why I bought this book. However, I was disappointed because it does not really say anything I couldn’t have figured out myself. It seems to outline customer service in a very lengthy manner, without specifically addressing/fixing any problems.I have found other customer service books that are much more useful.

⭐ I bought this book to help me handle those tough to solve customer problem, and complaints. So far I have not read it all the way through, but I’m sure that there is something to it 🙂

⭐ Helped me in an interview

⭐ addhg

⭐ This book is a great refresher on what Customer Service is. I’d recommend it for anyone who works in customer service or technical support to help critique their service.

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