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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.

Introduction

Part Ⅰ:Creating the Customer-Centric Organization

　Chapter 1:Championing Customer Service

　Chapter 2:In-Focused or Customer-Focused:Where Do You Stand?

　Chapter 3:Building a Winning Service Strategy

　Chapter 4:Better Service through Surveys:Questionnaires,Focus Groups,and Interviews

　Chapter 5:Company-Wide Training as a Catalyst for Change

Part Ⅱ:Take It from the Top:Service Management

　Chapter 6:Coaching Service Excellence

　Chapter 7:What You Can Measure,You Can Manage:Service Standards

　Chapter 8:Beyond Employee of the Month:Reward and Recognition

　Chapter 9:It Takes a Team:Problem-Solving with a Twist

Part Ⅲ:Keeping Your Customers:Simple Actions,Significant Payoffs

　Chapter 10:A Wink,a Smile,and a Nod:Body Language

　Chapter 11:It’s Not What You Say,It’s How You Say It:Phone Tone and Etiquette

　Chapter 12:It Takes Two to Tango:Getting in Step with Your Customer

　Chapter 13:Turning Service Excellence into Sales Success:Five Timeless Techniques

Part Ⅳ:Road Blocks:When the Going Gets Rough

　Chapter 14:Saying No:What to Do When You Can’t Say Yes

　Chapter 15:Seeing Red:Dealing with Difficult Customers

　Chapter 16:Taking Initiative:Bouncing Back from Service Blunders

　Chapter 17:The Gift of the Gaffe:Dealing with Customer Complaints

Part Ⅴ:Working in a Wired World:Customer Service on the Web

　Chapter 18:Clicking with Your Customers:Online Content and Commerce

　Chapter 19:Making Your Web Site Shine with Site Design

　Chapter 20:E-Mail Etiquette and Writing:Making the Most of the Medium

　Chapter 21:CRM:Automating the Personal Touch

Part Ⅵ:The Part of Tens

　Chapter 22:Ten Major Don’ts of Customer Service

　Chapter 23:Ten Tips for Constructive Conflict with Co-Workers

　Chapter 24:Ten Ways to Get Better Service as a Customer

Index

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.

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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.