Customer Service for Dummies |
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Editorial Review / Publisher's Information:
Product Description
In today's highly competitive environment, good products and good marketing aren't enough. To succeed, you also need great customer service. Quality service touches our lives in two important ways: the service we give and the service we receive. Customer Service For Dummies, 2nd Edition, brims with hot tips, techniques, and lots of suggestions for giving your customers the kind of service that you yourself would like to receive. This down-to-earth, step-by-step guide fills you in on ways to Take stock of your customer service strengths and weaknesses Commit to continuous improvement Work your way through modern-day e-mail and Internet etiquette Foster positive face-to-face and telephone service Deal with the unhappy folks among your customers Packed with practical advice for getting through the everyday challenges at work, Customer Service For Dummies, 2nd Edition, shows you how to develop your staff so that they become service heroes to their customers. This insightful resource also gives you the goods on Keeping your sanity when angry customers confront you with clenched fists or wrinkled foreheads Saying "No" nicely: Focusing on what you can do for the customer Tuning into body language and vocal tone Knowing the importance of both internal and external customers Achieving gold-level service at bronze-level cost Improving market share – whether the company's big, small, or in between Becoming a better customer by expressing yourself in style Although customer service basics seem so much like common sense – smile, say please, and say thank you – these gestures alone won't begin to satisfy every situation. Once you expand your definition of service, reconsider who your customers are, and develop a customer-friendly attitude, you'll be in the right place to meet your customers' expectations – and right on time to make a pleasingly positive impression!
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Customer Reviews:
• Nice!
04 August, 2004
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.
- Amazon Customer Review
• A Great Guide For New Customer Service Reps
07 July, 2008
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.
- Amazon Customer Review
• Great Book & Great Service
07 September, 2007
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 :)
- Amazon Customer Review
• A Useful Addition To Your Customer Service Library
31 October, 2008
As with other 'Dummies' books this provides a pretty comprehensive overview of the subject. The authors are experienced professionals in the field and clearly have much expertise to share. The 'Dummies' books are laid out in an appealing and easy to digest way. Great to dip into for inspiration.
Simon Hazeldine Author of 'Bare Knuckle Customer Service', 'Bare Knuckle Selling' and 'Bare Knuckle Negotiating'
- Amazon Customer Review
• Customer Service
05 August, 2008
Customer Service For Dummies (For Dummies (Business & Personal Finance))
I have several of the dummy books and this is the best of the line that I have read. Whether you are already a professional or a beginner, this will give you tips and insights rarely considered. I would recommend it in a heartbeat!
- Amazon Customer Review
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