Customer Service For Dummies

Customer Service For Dummies 2006

Publisher:   For Dummies 
Number Of Pages:   408 
Publication Date:   2006-05-01 
ISBN-10 / ASIN:   0471768693 
ISBN-13 / EAN:   9780471768692



Contents at a Glance
Introduction .................................................................1
Part I: Creating the Customer-Centric Organization .........7
Chapter 1: Championing Customer Service....................................................................9
Chapter 2: In-Focused or Customer-Focused: Where Do You Stand? ........................19
Chapter 3: Building a Winning Service Strategy...........................................................39
Chapter 4: Better Service through Surveys: Questionnaires,
Focus Groups, and Interviews......................................................................................57
Chapter 5: Company-Wide Training as a Catalyst for Change....................................75
Part II: Take It from the Top: Service Management........95
Chapter 6: Coaching Service Excellence .......................................................................97
Chapter 7: What You Can Measure, You Can Manage: Service Standards ..............111
Chapter 8: Beyond Employee of the Month: Reward and Recognition ...................119
Chapter 9: It Takes a Team: Problem-Solving with a Twist .......................................127
Part III: Keeping Your Customers: Simple Actions,
Significant Payoffs ..................................................149
Chapter 10: A Wink, a Smile, and a Nod: Body Language..........................................151
Chapter 11: It’s Not What You Say, It’s How You Say It:
Phone Tone and Etiquette ..........................................................................................163
Chapter 12: It Takes Two to Tango: Getting in Step with Your Customer ...............183
Chapter 13: Turning Service Excellence into Sales Success:
Five Timeless Techniques...........................................................................................207
Part IV: Road Blocks: When the Going Gets Rough......215
Chapter 14: Saying No: What to Do When You Can’t Say Yes ...................................217
Chapter 15: Seeing Red: Dealing with Difficult Customers........................................227
Chapter 16: Taking Initiative: Bouncing Back from Service Blunders .....................239
Chapter 17: The Gift of the Gaffe: Dealing with Customer Complaints ...................249
Part V: Working in a Wired World:
Customer Service on the Web.....................................257
Chapter 18: Clicking with Your Customers: Online Content and Commerce..........259
Chapter 19: Making Your Web Site Shine with Site Design........................................269
Chapter 20: E-Mail Etiquette and Writing: Making the Most of the Medium...........289
Chapter 21: CRM: Automating the Personal Touch ...................................................319
Part VI: The Part of Tens ...........................................331
Chapter 22: Ten Major Don’ts of Customer Service...................................................333
Chapter 23: Ten Tips for Constructive Conflict with Co-Workers............................337
Chapter 24: Ten Ways to Get Better Service as a Customer .....................................347
Index .......................................................................359


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