Customer Service For Dummies - Softcover

Über die Autorin bzw. den Autor

Karen Leland and Keith Bailey are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training. Clients include Oracle, IBM, Avis, and Lucent.

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"An outstanding guide to the techniques and attitudes required to provide great customer service." George Gendron, Editor-in-Chief, Inc. magazine "Provides the key insights into customer service for the new service revolution." Patrick Deagman, Vice President, Sun Microsystems, Inc. Praise for Customer Service For Dummies^® "Well-written, fun-to-read…. An excellent book to make those hard-earned marketing dollars work to your advantage." — Self-Employed America "Excellent…. Provides lots of step-by-step tips." — Small Business Opportunities "A ‘must-have’ manual for companies of all sizes — from the sole proprietor to the largest corporation." — Home Business Journal

Revised with all-new material on e-mail and Internet customer service

Features ready-to-use customer service surveys and questionnaires

In today's highly competitive environment, good products and good marketing aren't enough. To succeed, you also need good customer service. Now revised with new coverage of e-mail and Internet issues, new examples, new solutions, and more, this guide is your key to quality service — and success — in the new millennium.

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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