Indianapolis, IN : Wiley, 2006
Series: --For dummies
xxii, 380 p. : ill. ; 23 cm ISBN/ISSN:
0471768693 (pbk. : alk. paper), 9780471768692 (pbk. : alk. paper), 9780471768692, 0471768693, Language:
pt. I. Creating the customer-centric organization -- 1. Championing customer service -- 2. In-focused or customer-focused : where do you stand? -- 3. Building a winning service strategy -- 4. Better service through surveys : questionnaires, focus groups, and interviews -- 5. Company-wide training as a catalyst for change -- pt. II. Take it from the top : service management -- 6. Coaching service excellence -- 7. What you can measure, you can manage : service standards -- 8. Beyond employee of the month : reward and recognition -- 9. It takes a team : problem-solving with a twist -- pt. III. Keeping your customers : simple actions, significant payoffs -- 10. A wink, a smile, and a nod : body language -- 11. It's not what you say, it's how you say it : phone tone and etiquette -- 12. It takes two to tango : getting in step with your customer -- 13. Turning service excellence into sales success : five timeless techniques -- pt. IV. Road blocks : when the going gets rough -- 14. Saying no : what to do when you can't say yes -- 15. Seeing red : dealing with difficult customers -- 16. Taking initiative : bouncing back from service blunders -- 17. The gift of the gaffe : dealing with customer complaints -- pt. V. Working in a wired world : customer service on the Web -- 18. Clicking with your customers : online content and commerce -- 19. Making your Web site shine with site design -- 20. E-mail etiquette and writing : making the most of the medium -- 21. CRM : automating the personal touch -- pt. VI. The part of tens -- 22. Ten major don'ts of customer service -- 23. Ten tips for constructive conflict with co-workers -- 24. Ten ways to get better service as a customer
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