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Kundenservice für Dummies (für Dummies (Computer/Tech
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Artikelmerkmale
- Artikelzustand
- Narrative Type
- Nonfiction
- Intended Audience
- Adult
- Inscribed
- NO
- ISBN
- 9780764552090
Über dieses Produkt
Product Identifiers
Publisher
Wiley & Sons, Incorporated, John
ISBN-10
0764552090
ISBN-13
9780764552090
eBay Product ID (ePID)
763271
Product Key Features
Edition
2
Book Title
Customer Service for Dummies®
Number of Pages
456 Pages
Language
English
Topic
Customer Relations
Publication Year
1999
Illustrator
Yes
Features
Revised
Genre
Business & Economics
Format
Trade Paperback
Dimensions
Item Height
2.1 in
Item Weight
24.1 Oz
Item Length
9.1 in
Item Width
7.4 in
Additional Product Features
Intended Audience
Trade
LCCN
99-065975
Dewey Edition
21
Dewey Decimal
658.8/12
Table Of Content
Foreword.Introduction.PART I: Look Before You Leap.Chapter 1: Back to Basics: The Art of Giving Good Service.Chapter 2: Who's Next in Line? The Art of Getting Good Service.Chapter 3: Mirror, Mirror on the Wall: Taking an Honest Look at Your Service.PART II: Simple Actions, Significant Payoffs: Individual Strategies.Chapter 4: A Wink, a Smile, and a Nod: Body Language.Chapter 5: It's Not What You Say, It's How You Say It: Tone of Voice.Chapter 6: Help, I'm Stuck in Voice Mail: Telephone Etiquette.Chapter 7: It's Never Crowded along the Extra Mile.Chapter 8: What to Do When You Can't Say Yes.PART III: Dealing with Difficult People.Chapter 9: How to Win Over a Difficult Customer.Chapter 10: Wrinkled Foreheads and clenched Fists: Stress Management.Chapter 11: It Takes Two to Tango: Getting in Step with Your Customer.Chapter 12: Managing Conflict with Co-Workers.PART IV: Six Steps to Service Success:.Company Strategies.Chapter 13: Taking Your Company's Pulse: How to Survey Your Customers.Chapter 14: Putting the Puzzle Together: Creating an Action Plan.Chapter 15: You're Never Too Old (Or Young) to Learn: Service Training.Chapter 16: Quality Groups: The Key to Continuous Improvement.Chapter 17: What You Can Measure, You Can Manage: Service Standards.Chapter 18: Beyond Employee of the Month: Reward and Recognition.PART V: Cyberspace - The Next Frontier.Chapter 19: The Era of E-Mail: Mastering Your Electronic Mailbox.Chapter 20: Good Manners in Cyberspace - E-Mail Etiquette.Chapter 21: The Ethics of E-Mail: Facing Privacy, Permanence, and Policy Issues.Chapter 22: Working in a Wired World - Customer Service on the Web.PART VI: The Part of Tens.Chapter 23: Ten Good Customer Service Habits to Develop.Chapter 24: Ten Ways to be a Good Customer Service Role Model for Your Staff.Chapter 25: Ten Major Don'ts (And Do's) of Customer Service.Chapter 26: Ten Ways to Sell with Service.Chapter 27: Ten Questions to Ask Before Hiring a Customer Service Consultant.Chapter 28: Ten Ways to Maintain Service in a Growing Company.Index.Book Registration Information.
Edition Description
Revised edition
Synopsis
In today's highly competitive environment, good products and good marketing aren't enough. To succeed, you also need great customer service. Quality service touches our lives in two important ways: the service we give and the service we receive. Customer Service For Dummies, 2nd Edition, brims with hot tips, techniques, and lots of suggestions for giving your customers the kind of service that you yourself would like to receive. This down-to-earth, step-by-step guide fills you in on ways to Take stock of your customer service strengths and weaknesses Commit to continuous improvement Work your way through modern-day e-mail and Internet etiquette Foster positive face-to-face and telephone service Deal with the unhappy folks among your customers Packed with practical advice for getting through the everyday challenges at work, Customer Service For Dummies, 2nd Edition, shows you how to develop your staff so that they become service heroes to their customers. This insightful resource also gives you the goods on Keeping your sanity when angry customers confront you with clenched fists or wrinkled foreheads Saying "No" nicely: Focusing on what you can do for the customer Tuning into body language and vocal tone Knowing the importance of both internal and external customers Achieving gold-level service at bronze-level cost Improving market share - whether the company's big, small, or in between Becoming a better customer by expressing yourself in style Although customer service basics seem so much like common sense - smile, say please, and say thank you - these gestures alone won't begin to satisfy every situation. Once you expand your definition of service, reconsider who your customers are, and develop a customer-friendly attitude, you'll be in the right place to meet your customers' expectations - and right on time to make a pleasingly positive impression!, In today's highly competitive environment, good products and good marketing aren't enough. To succeed, you also need great customer service. Quality service touches our lives in two important ways: the service we give and the service we receive. Customer Service For Dummies, 2nd Edition, brims with hot tips, techniques, and lots of suggestions for giving your customers the kind of service that you yourself would like to receive. This down-to-earth, step-by-step guide fills you in on ways to Take stock of your customer service strengths and weaknesses Commit to continuous improvement Work your way through modern-day e-mail and Internet etiquette Foster positive face-to-face and telephone service Deal with the unhappy folks among your customers Packed with practical advice for getting through the everyday challenges at work, Customer Service For Dummies, 2nd Edition, shows you how to develop your staff so that they become service heroes to their customers. This insightful resource also gives you the goods on Keeping your sanity when angry customers confront you with clenched fists or wrinkled foreheads Saying "No" nicely: Focusing on what you can do for the customer Tuning into body language and vocal tone Knowing the importance of both internal and external customers Achieving gold-level service at bronze-level cost Improving market share - whether the company's big, small, or in between Becoming a better customer by expressing yourself in style Although customer service basics seem so much like common sense - smile, say please, and say thank you - these gestures alone won't begin to satisfy every situation. Once you expand your definition of service, reconsider who your customers are, and develop a customer-friendly attitude, you'll be in the right place to meet your customers' expectations - and right on time to make a pleasingly positive impression, '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 JournalRevised with all-new material on e-mail and Internet customer serviceFeatures ready-to-use customer service surveys and questionnairesIn 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 customersGet smart! www.dummies.com Register to win cool prizes Browse exclusive articles and excerpts Get a free Dummies Daily" e-mail newsletter Chat with authors and preview other books Talk to us, ask questions, get answers
LC Classification Number
HF5415.5.L45 1999
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