Buy Used

Used - Good See details

$4.93 & eligible for FREE Super Saver Shipping on orders over $25. Details

Have one to sell? Sell yours here

Tell the Publisher!
I'd like to read this book on Kindle

Don't have a Kindle? Get your Kindle here, or download a FREE Kindle Reading App.

Online Customer Service For Dummies [Paperback]

Keith Bailey (Author), Karen Leland (Author)

Available from these sellers.

Book Description

Series: For Dummies (Computers) | Publication Date: April 15, 2001

Who would wait two to three days for a response when you could go to anther site offering the same product and get an answer instantaneously? A strong foundation of customer service, therefore, is essential for online survival. Online Customer Service For Dummies explains how to survive.

#outer_postBodyPS { display: none; } #psGradient { display: none; } #psPlaceHolder { display: none; } #psExpand { display: none; } Who would wait two to three days for a response when you could go to anther site offering the same product and get an answer instantaneously? A strong foundation of customer service, therefore, is essential for online survival. Online Customer Service For Dummies explains how to survive.

Customers Who Bought This Item Also Bought

Customer Service For Dummies by Karen Leland
4.7 out of 5 stars (14)

$13.20
Customer Service: New Rules for a Social Media... by Peter Shankman
4.6 out of 5 stars (14)

$12.00

Editorial Reviews

From the Back Cover

"An excellent job of focusing business and customer satisfaction." --Charles P. Kendig, vice president, Oracle Service Industries

Praise for Online Customer Service For Dummies
"Karen Leland and Keith Bailey understand deeply what it takes to deliver effective and lasting online customer service. The key is the practical ideas and examples that illuminate the important concepts to which they are committed." -Giles H. Bateman, cofounder of the Price Club, former non-executive chairman CompUSA

"Chisels down the complexities of technology and gets to the core element of providing effective e-service - keeping the human connection!" -Jun Young, training solution architect, Microsoft Corporation

Packed with tips on effective e-mail communication

Find out how to deliver online customer service with a personal touch If your business is like most businesses, you've got a Web strategy. But how do you respond to online questions and complaints without losing the human touch? Relax! In this encore to their bestselling Customer Service For Dummies, two quality service pros show you how to create an online service plan that'll keep customers coming back for more.

Discover how to: Create an online service strategy Master your electronic mailbox Make your organization more customer centric Explore cutting-edge online service technologies Make your Web site customer friendly and easy to use

Get smart! www.dummies.com Sign up for daily e-tips at www.dummiesdaily.com Choose from among 33 different subject categories Get news you can use on everything from money to health to computers

About the Author

Keith Bailey and Karen Leland are cofounders of the Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training. Clients include AT&T, Oracle, Marriott, and Bank of America.

Product Details

Paperback: 273 pages
Publisher: For Dummies; 1 edition (April 15, 2001)
Language: English
ISBN-10: 076455316X
ISBN-13: 978-0764553165
Product Dimensions: 9 x 7.3 x 0.8 inches
Shipping Weight: 1.4 pounds
Amazon Best Sellers Rank: #1,077,406 in Books (See Top 100 in Books)

Would you like to update product info or give feedback on images?

More About the Author

› Visit Amazon's Keith Bailey Page

Discover books, learn about writers, read author blogs, and more.

Customer Reviews

There are no customer reviews yet.

Create your own review

Video reviews

Amazon now allows customers to upload product video reviews. Use a webcam or video camera to record and upload reviews to Amazon.

Inside This Book (learn more)

First Sentence:
We are at a turning point in business today. Read the first page

Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
becoming customer centric, customer centric organization, online customer service, customer centric company, call center staff, service excellence

Key Phrases - Capitalized Phrases (CAPs): (learn more)
United States, Excellent Good Fair Poor, New York, Customer Service For Dummies, San Francisco, Turning the Theory, Disney World, Essential E-Mail, Fruitcake Bake-off, Hungry Minds, Interactive Voice Response, Jean Bave-Kerwin, Steve Step, Ten Ways

New!
Books on Related Topics | Concordance | Text Stats

Citations (learn more)

This book cites 100 books:

Active Server Pages for Dummies by Bill Hatfield in Back Matter (1), and Back Matter (2)
Hockey For Dummies^® (For Dummies (Sports & Hobbies)) by John Davidson in Back Matter
Making Your Dreams Come True by Marcia Wieder in Front Matter
Fly Fishing for Dummies by Peter Kaminsky in Back Matter
College Financial Aid for Dummies by Herm Davis in Back Matter

See all 100 books this book cites

3 books cite this book:

Essentials of Shared Services (Essentials Series) by Bryan Bergeron in Back Matter
Entrepreneur Magazine's Ultimate Small Business Marketing Guide: Over 1500 Great Marketing Tricks That Will Drive Your Business Through the Roof by James Stephenson on page 424
Essentials of CRM: A Guide to Customer Relationship Management (Essentials Series) by Bryan Bergeron in Back Matter

Books on Related Topics (learn more)

IMC, The Next Generation by Don E. Schultz

Discusses:

Managing Data Mining Technologies in Organizations by Parag C. Pendharkar

Discusses:

What Other Items Do Customers Buy After Viewing This Item?

Customer Service For Dummies by Karen Leland Paperback
4.7 out of 5 stars (14)

$13.20

› Explore similar items

Tag this product

(What's this?)

Think of a tag as a keyword or label you consider is strongly related to this product.
Tags will help all customers organize and find favorite items.

Sell a Digital Version of This Book in the Kindle Store

If you are a publisher or author and hold the digital rights to a book, you can sell a digital version of it in our Kindle Store. Learn more

.jsOffDisplayBlock { display: block; } .jsOffDisplayInline { display: inline; } .jsOffVisibility { visibility: visible; } .jsOnDisplayBlock { display: none; } .jsOnDisplayNoneBlock { display: block; } .jsOnDisplayNoneInline { display: inline; } .jsOnDisplayInline { display: none; } .jsOnVisibility { visibility: hidden; } .jqOnDisplayBlock { display: none; } .jqOnDisplayInline { display: none; } .jqOnVisibility { visibility: hidden; } .jqOnDisplayNoneBlock { display: block; } .jqOnDisplayNoneInline { display: inline; }