Customer Service For Dummies

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.

Customer Reviews:

A Great Resource Even For Experts

By Roger G Douglass - May 24, 2000

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.

Kudos for Customer Service for Dummies

By Lynn A. Baker - October 29, 2001

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.

AVAILABILITY
Merchant	Format	Price
Amazon US	Paperback	$0.01 - $21.99
eBooks.com	Digital (PDF)	$21.99
BookByte	Paperback	$16.49
eCampus	Paperback	~~$15.43~~ discount!