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Customer Service For Dummies (For Dummies (Computer/Tech)) 2nd Edition

4.3 out of 5 stars 21 customer reviews
ISBN-13: 078-5555008755
ISBN-10: 0764552090
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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

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

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Product Details

  • Series: For Dummies (Computer/Tech)
  • Paperback: 456 pages
  • Publisher: For Dummies; 2 edition (September 24, 1999)
  • Language: English
  • ISBN-10: 0764552090
  • ISBN-13: 978-0764552090
  • Product Dimensions: 7.4 x 2.1 x 9.1 inches
  • Shipping Weight: 1.6 pounds
  • Average Customer Review: 4.3 out of 5 stars  See all reviews (21 customer reviews)
  • Amazon Best Sellers Rank: #2,958,751 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

Format: 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.
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Format: 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
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Format: 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.
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Format: Paperback Verified Purchase
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.
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Format: Paperback Verified Purchase
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.
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Format: Paperback Verified Purchase
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.
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Format: Paperback
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'
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Format: Paperback Verified Purchase
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.
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