(Log in to vote)
Customer Service For Dummies (2006)

Call Number 658.812/LELAND,K

All Copies Checked Out
(0 holds on 1 copy)
LocationCall NumberItem Status
Adult Nonfiction658.812/LELAND,KDue 10-27-15
Published: Indianapolis, IN : Wiley, 2006
Series: --For dummies
Edition:  3rd ed
Description:  xxii, 380 p. : ill. ; 23 cm
ISBN/ISSN: 0471768693 (pbk. : alk. paper), 9780471768692 (pbk. : alk. paper), 9780471768692, 0471768693,
Language:  English

Includes index

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 Related Searches:
Customer services
Added--06/12 anf

Additional Credits:
Bailey, Keith, 1945-

Login to write a review of your own.

Login to add this item to your list.

Lists can be used to compile collections of items that you may be interested in checking out at a later date. You may also create public lists and share your favorites with other AHML customers.
No tags, currently.

Login to add tags.

To create a multiple word tag such as Science Fiction, enclose both words in quotes, like: "Science Fiction"

Critic Reviews

If your status is Confirmed Registration, your spot for the event is confirmed.

If registration for this event is full, you will be placed on a waiting list. Wait listed registrants are moved to the confirmed registration list (in the order of registration) when cancelations are received. You will receive an email notification if you are moved from the wait list to the confirmed registration list.

6.012 Patron-Generated Content

The Library offers various venues in which patrons can contribute content that is accessible to the public.  These include, but are not limited to, blogs, reviews, forums, and social tagging on the Library’s website and catalog.  Any instance in which a patron posts written or recorded content to any of the Library’s venues that are accessible to the public is considered “patron-generated content” and is subject to this policy.
By contributing patron-generated content, patrons grant the Library an irrevocable, royalty-free, worldwide, perpetual right and license to use, copy, modify, display, archive, distribute, reproduce and create derivative works based upon that content.
By submitting patron-generated content, patrons warrant they are the sole authors or that they have obtained all necessary permission associated with copyrights and trademarks to submit such content.
Patrons are liable for the opinions expressed and the accuracy of the information contained in the content they submit.  The Library assumes no responsibility for such content.
The Library reserves the right not to post submitted content or to remove patron-generated content for any reason, including but not limited to:
  • content that is profane, obscene, or pornographic;
  • content that is abusive, discriminatory or hateful on account of race, national origin, religion, age, gender, disability, or sexual orientation;
  • content that contains threats, personal attacks, or harassment;
  • content that contains solicitations or advertisements;
  • content that is invasive of another person’s privacy;
  • content that is unrelated to the discussion or venue in which it is posted;
  • content that is in violation of the Library’s Code of Conduct or any other Library policy