Customer Service For Dummies

      3rd Edition

      An outstanding guide to the techniques and attitudes required to provide great customer service.

      George Gendron

      Editor-in-Chief, Inc. Magazine

      Have you ever noticed how easy it is to get annoyed (or even ready to slam a door in some cases) when you get bad service? But when the shoe is on the other foot, you know how frustrating it can be trying to help your customers and feeling like you’re not getting anywhere!

      The bottom line is that quality service touches our lives in two important ways: the service we give and the service we receive. Customer Service For Dummies, will help you to not only be a better businessperson but also a better customer.

      A comprehensive look at customer service the book offers scores of practical advice for getting through the everyday challenges at work. It teaches you how to keep your sanity when an angry customer is calling you (and your mother) unflattering names over the phone; how to manage and develop your staff so they can become service heroes to their customers; and it provides you with tried and true techniques for achieving gold level service at bronze level cost.

      And for you empire builders out there (business owners and entrepreneurs), we provide a blueprint that will help you take over the world, or at least improve your market share. In fact, we’ve made it as easy as 1-2-3, with a specific and detailed six-step process that makes any company, large or small, more customer-oriented.

      Discover how to:

      • Understand key customer service concepts
      • Plan and implement a customer strategy
      • Foster good face-to-face and telephone service
      • Improve e-mail and Internet communication
      • Deal effectively with angry or abusive customers