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Customer Service Over the Internet, by Jim Sterne, softcover, 351 pages, 2000, $29.99

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Overview

Imagine a web-based customer service operation ready to meet your customer needs, 24 hours a day, 7 days a week.  Now imagine that this service provides more information, in less time, at a lower cost than your current customer service operation. Find out how you can do all of this and more with Customer Service on the Internet.

Writing for customer service and marketing managers, Jim Sterne shows just how quick and easy it is to set up a state-of-the-art customer service operation on the Web.  He clearly explains all the strategic and business issues involved, and, with the help of detailed real-life case studies, demonstrates what really works.

This book will also show you how to:

  • Cut down on phone support by publishing useful product information on the Web
  • Organize information and make it readily available to customers
  • Manage email and online forums to improve customer loyalty
  • Make it easy for your customers to answer their own complex questions
  • Create impressive electronic focus groups

Table of Contents

  1. The Web Was Made for Customer Service
  2. Customer Service in a Modern World
  3. Publishing Your Company's Information on the Web via FAQ's
  4. Managing E-Mail - When the Customer Comes Calling
  5. Encouraging Customer Conversations
  6. Improving Your Value
  7. Knowing Your Customers as Individuals - Again
  8. Cisco Systems - A Case Study
  9. Starting Today/Planning for Tomorrow

Appendix: The Checklist


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Last modified January 17, 2012