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The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More! Hardcover – January 4, 2011


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Product Details

  • Hardcover: 252 pages
  • Publisher: Wiley; 1 edition (January 4, 2011)
  • Language: English
  • ISBN-10: 0470637706
  • ISBN-13: 978-0470637708
  • Product Dimensions: 9.1 x 6.3 x 0.8 inches
  • Shipping Weight: 15.2 ounces (View shipping rates and policies)
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (8 customer reviews)
  • Amazon Best Sellers Rank: #1,549,311 in Books (See Top 100 in Books)

Editorial Reviews

From the Inside Flap

Create the online service that wins customers and keeps their loyalty

Whether you create an online business from scratch or make online customer outreach a part of your already established business, you are opening your virtual doors to hundreds of millions of potential customers. The possibilities for your business growth may seem limitless. And they can be—but only if you instill in your business the model and mission of customer service that has built successful businesses for centuries.

Through personal experience in building her first online business on eBay, and her contacts with hundreds of businesses around the world, Marsha Collier has learned firsthand that good customer service can launch a small business into the stratosphere—while bad customer service can break the biggest conglomerate. With humor, fascinating research, and sensible advice, The Ultimate Online Customer Service Guide will demonstrate how any business can maximize its local or international customer outreach and even tailor its growth to meet both short-term and long-term goals. Collier explains:

  • The choices available for online communication and how to use them to create a customized outreach program
  • Methods to integrate healthy customer service habits into your approach—and your employees’ approach.
  • Ways to zero in on the online forums and communities that are a part of your customers’ lives—and become a vital player in those areas
  • The implications that good, bad, or indifferent customer service have on your online reputation—and how far that reputation can travel

With fascinating examples of companies that have succeeded or failed in online customer service, as well as case studies of innovative customer outreach strategies, The Ultimate Online Customer Service Guide brings the winning strategies to life that can put any company on the road to greater growth and long-term success.

From the Back Cover

Praise for
THE ULTIMATE ONLINE CUSTOMER SERVICE GUIDE

The Ultimate Online Customer Service Guide: How to Connect With Your Customers to Sell More! is a great gift from author and entrepreneur Marsha Collier. Marsha defines the art of customer service, connection, and engagement, and teaches small businesses how to battle and win with big players. Marsha's bestselling “Starting an eBay Business for Dummies,” is a legend in online retailing. This new customer service tutorial delivers much more than the title and promise. If you read Marsha's books and apply her lessons, your business will grow. In this economy, make an investment in Marsha's new book. You won't be disappointed. “
—Kathy Ireland, CEO and Chief Designer, Kathy Ireland Worldwide

“Social media and the economy has changed the game for Customer Service for companies large and small.   In this book Marsha provides the tactics and know-how to take your business to the next level.”
—Frank Eliason, Senior Vice President of Social Media, Citibank

"Customer service is no longer a cost center. It's an opportunity. Marsha Collier gives you a first stab at getting it right."
— Chris Brogan, President New Marketing Labs

"Marsha brings to light an often overlooked perspective in business, the voice and experiences of the customer. In a world where customers are the new influencers, this book is your guide to embracing empathy and new opportunities."
—Brian Solis, Author of Engage, The Complete Guide for Building and Measuring Success in the Social Web

"Everyone has a product, but customer service is where the rubber meets the road. Today's fastest growing companies go out of their way to offer exceptional service and connect with consumers through a first-rate online customer experience. As one of the world's sharpest minds in social media and online service, Marsha Collier is a must read for anyone serious about growing a business in the age of the digital consumer."
— Jordy Leiser, cofounder & CEO of STELLAService, The Authority for Online Customer Service


More About the Author

In 1998 Marsha created the first edition of eBay For Dummies, then, followed up the success of the first book with a second book targeting individuals interested in making e-commerce their full time profession, Starting an eBay Business For Dummies. That book became an instant nationwide hit, making several notable Best Seller lists. Since then, Marsha has updated each of her books and published many more.

Marsha Collier's name crops up a lot in the same breath as e-commerce and customer service. No surprise there. She's the author of eBay For Dummies, eBay Business All-In-One Desk Reference for Dummies plus many other related, best-selling titles. She's sold over a million books and been on the Business Week Best Seller list and has published more than 35 books in the Wiley "For Dummies" series. (List of books in print below).

Her latest books, 'Social Media Commerce For Dummies' and 'The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More' gives businesses insight into how to use Social Media to build customer relations and bottom line.

Her e-commerce advice has appeared in publications such as Martha Stewart Living and Reader's Digest, and don't be surprised if you've seen her on television - as a guest on The View or the Today Show and in her own PBS special, Making Your Fortune Online.

She is a popular keynote speaker, inspiring online sellers to success, the lead instructor at eBay University, speaks at conferences worldwide, and runs a successful online business - so is she an internet fanatic? Well, let's just say she's on a mission: educating current and future online sellers.

Very active in social media, Marsha uses her years of experience to instruct online citizens on selling and marketing. She was named one of the top twenty iCitizens by Kelly Mooney in her book, "The Open Brand." She is also listed in:

Forbes Top 10 Women Social Media Influencers
Forbes Top 50 Social Media Power Influencers
30 Best Female Bloggers
Small Business Book Awards: Startup Book Category, Starting an eBay Business For Dummies
The 100 Most Powerful Women On Twitter
PeerIndex #1 Customer Experience Online Influencers
Top 25 Most Influential in Customer Service: MindTouch
140 Characters Conference 2009 NOW Award Winner
One of Top 10 LA Tech & Twitter Voices in the Los Angeles Tech Scene by Ranker

Marsha currently resides in Los Angeles, CA. She can be reached via her Web site, www.marshacollier.com.

Customer Reviews

4.6 out of 5 stars
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See all 8 customer reviews
>>>...Chapter 07 - Checking Out Where Customers Review Your Business.
Michael GreenGold
Marsha Collier is brilliant when it comes to online business and even MORE brilliant when it comes to customer service.
Shelly Kramer
Marsha (who is a friend) sent me a copy of this book, and I was prepared to like it because I like Marsha.
Jessica Gottlieb

Most Helpful Customer Reviews

Format: Hardcover
>>>..."The Ultimate Online Customer Service Guide : ...To Sell More!" will show how-to create the online service that wins customers, keeps them loyal and create new ones!!!...>>> Whether YOU create an online business from scratch, or make an online outreach a part of your established business, YOU are opening your virtual doors to hundreds of millions of potential customers...The possibilities of your business growth may seem endless...And they can be---but only if YOU instill in your business the model and mission of customer service that has built successful businesses before!!!...>>> Marsha Collier (@MarshaCollier on Twitter), Renown Authority, Author, Thought & Team Leader, etc., in 13+ Chapters, 252+ Pages of Examples, Case Studies, Rich Knowledge, Content & Context, etc. will demonstrate, in text, how any business can maximize its local and / or international customer outreach and even tailor its growth to meet both short-term and long-term goals!!!...>>> If this has an interest to YOU, Your Journey begins now!!!...>>> Ready, Let's Roll!!!...The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More!
>>>..."The Ultimate Online Customer Service Guide : ...More!" opens with Praise, Table / Contents, & Introduction, prior to Chapter 01 0f 13.
>>>...Chapter 01 - The Art of Customer Service.
>>>...Chapter 02 - Quality Real-World, Small-Business Customer Service.
>>>...Chapter 03 - Using Your Web Site to Connect with Your Customer.
>>>...Chapter 04 - Developing a Blog to Engage Customers.
>>>...Chapter 05 - Connecting with Your Customers Where They Play.
>>>...Chapter 06 - Microblogging for Service, Fun, and Profit.
Read more ›
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2 of 2 people found the following review helpful By BlogOnBooks on February 24, 2011
Format: Hardcover
eBay marketing expert and author Marsha Collier returns to bookstores with "The Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More" (Wiley). In it, Collier, a long time internet user (can you say UseNet?) shows readers how the old adage "the customer is king" can be applied in the modern-day marketplace. We've all heard the stories of how certain companies aided their customer relationships by creating a robust online feedback loop (famously Comcast, Zappos, etc.) but Collier explains just how every business, large or small, can benefit from the new world of social communication. Collier explains how to build customer relationships, not just on your dedicated website, but how to interact with users on various platforms like Twitter, Facebook, Posterous and the latest geo-tagging sites like Foursquare and Whrrl. Maintenance and tone are important ingredients in Collier's customer service recipe and she even goes so far as to describe the habits of all the various demographic groups and sub-groups (GenMix) along with examples from companies that work well in this arena (Dell, JetBlue) to those who got stuck behind the curve (NASCAR). Read, learn, engage.
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2 of 2 people found the following review helpful By Shelly Kramer on January 20, 2011
Format: Hardcover
Marsha Collier is brilliant when it comes to online business and even MORE brilliant when it comes to customer service. Her track record in writing best-selling books proves that. And this is yet another to add to a business owner's arsenal of tools that can help them differentiate themselves from the competition. Online business is different than offline business. And Marsha clearly has her finger on the pulse of what it takes to be successful online, how to treat customers in a way that keeps them coming back for more, and how to listen in the online space and monitor your brand - and learn from your customers and prospects. I own a full service marketing firm and work with clients in the online space on a daily basis -- and yet, there are still things that reading Marsha's great book taught me. Trust me on this one, if I can learn from this savvy businesswoman, YOU can learn even more. Don't think about buying this book - do it. Now. Your business will never be the same.

Shelly Kramer
@shellykramer
CEO, V3 Integrated Marketing
[...]
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1 of 1 people found the following review helpful By Jessica Gottlieb on January 15, 2011
Format: Hardcover
Marsha (who is a friend) sent me a copy of this book, and I was prepared to like it because I like Marsha.

What I wasn't prepared for, was to love it, and to learn so much. This is a well researched guide to customer service. She uses real life examples of what does and doesn't work online. So much of customer service should be intuitive, but online the rules are slightly different.

If you are new to online communities or if you are new to customer service this book could keep you from making some very embarrassing mistakes. If you are a seasoned CSR this is also a book that will help you hone your skills and remind you what your job is.

For everyone who has wondered why companies need to be online monitoring their reputations, this is a book that will tell you why and how.
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