Customer Service For Dummies [Paperback]

Karen Leland (Author), Keith Bailey (Author)

Book Description

ISBN-10: 0471768693 | ISBN-13: 978-0471768692 | Publication Date: May 1, 2006 | Edition: 3

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.

Editorial Reviews

Review

A 'must-have' manual for companies of all sizes -- from the sales proprietor to the largest corporation. -- Home Business Journal

Excellent...Provides lots of step-by-step tips. -- Small Business Opportunities

Well-written, fun-to-read...An excellent book to make those hard-earned marketing dollars work to your advantage. -- Self-Employed America --This text refers to an out of print or unavailable edition of this title.

From the Publisher

Discover how to:

Understand key customer service concepts

Plan and implement a customer service strategy

Foster good face-to-face and telephone service

Improve e-mail and Internet communication

Deal effectively with angry or abusive customers --This text refers to an out of print or unavailable edition of this title.

See all Editorial Reviews

Product Details

• Paperback: 408 pages
• Publisher: For Dummies; 3 edition (May 1, 2006)
• Language: English
• ISBN-10: 0471768693
• ISBN-13: 978-0471768692
• Product Dimensions: 7.4 x 0.9 x 9.3 inches
• Shipping Weight: 1.3 pounds (View shipping rates and policies)
• Average Customer Review: 4.7 out of 5 stars  See all reviews (14 customer reviews)
• Amazon Best Sellers Rank: #210,704 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

26 of 27 people found the following review helpful:

5.0 out of 5 stars A Great Resource Even For Experts, May 24, 2000

By 

Roger G Douglass - See all my reviews

This review is from: Customer Service for Dummies (Paperback)

I've worked in the customer support field now for seven years and I consider myself somewhat of an expert in the field. I bought this book because I thought that I could use a few suggestions or reminders to help me hone my skills. What I found was a goldmine.

When I first started in Customer Service I dealt pricipally on the phone speaking to customers. That has changed and now I deal mainly via e-mail. The reason this book was so great for me is that it contains three chapters that deal with nothing but e-mail.

I have recommended this book to all of my co-workers and my manager is going to provide the entire department with complementary copies because it is such a great resource. He has read it too.

I wish that I could describe in detail each and every reason that you should buy this book, but I would probably end up writing a book myself.

Whether you're an old pro, like me, or a beginner, this book has something for you.

16 of 16 people found the following review helpful:

5.0 out of 5 stars Great, No Hype, To-The-Point and Easy to Implement, April 1, 1997

By A Customer

This review is from: Customer Service For Dummies (Paperback)

As customers we all recognize great Customer Service when we receive it. If you are like me, you used that knowledge to setup the Customer Service for your company. Last week I wanted to know how well we were doing in this respect. I wanted to measure our client service against the "General Accepted Customer Service Standards", without all the hype. If this is also your case, "Customer Service for Dummies" is the book for you! Karen Leland and Keith Bailey did an incredible job in explaining the insider's secrets to provide great customer service. They convinced me that success only depends on the right mindset and it doesn't depend on having the resources of a Fortune 500 company

11 of 11 people found the following review helpful:

5.0 out of 5 stars Kudos for Customer Service for Dummies, October 29, 2001

By 

Lynn A. Baker (Oklahoma City, OK United States) - See all my reviews
(REAL NAME)   

This review is from: Customer Service for Dummies (Paperback)

I chose this book mainly because of its inviting format. Like so
many of the "Dummies" books, it's fun to read. Participants in my
customer service seminars heartily agree. I especially like the
summarizing "Cheat Sheets" of key points inside the front cover ... and the section on how to receive, not just give, good service. The cartoons and brief chapters also help make this a page turner. Fairly priced, too.