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Online Customer Service For
Dummies by Keith Bailey & Karen Leland, softcover, 273 pages, $24.99 |
Overview
While the Internet can (when used effectively) make communicating with your customers cheaper and easier, it also makes it more challenging to personalize the service that you offer. Survey after survey shows that the traditional values of customer service, such as responsiveness, product knowledge, friendliness, and accuracy, are more important now than ever. The challenge is to learn how to deliver these traditional values in an online environment.
Online Customer Service For Dummies presents new ways for you to get close to your customers while using a medium that is often perceived as cold and distant. The book helps you understand - and master - the challenges of building relationships in a digital world so that your customers remain happy and loyal. Among the many topics covered in this book are:
- Generating a sense of caring in an e-mail message
- Extending a courteous and warm welcome when customers enter your Web site
- Using the principles of CRM to streamline your service delivery process
- Exploring ways to make your company more customer centric
- Creating a user-friendly Web site
- Solving problems as a team via e-mail
- Making your online service world class
- Dealing with customer complaints and service breakdowns
- Redesigning your IT department to better serve your internal customers
- Retaining staff and improving morale
Table of Contents
Chapter 1: Keeping the Human Connection
- Standing for Real Values in the Virtual World
- Valuing Customer Loyalty
- Building Relationships
- Staying Close to Your Customers
-
Making It Personal
Chapter 2: Jumping the Digital Divide: From Traditional Customer Service to E-Customer Relations
- The Digital Age
- Service - The first Two Thousand Years
Chapter 3: Creating a Customer Centric Organization
- Putting Your Customers First - Always
- Measuring Your Customer Centricity
Chapter 4: CRM: Automating the Personal Touch
- Defining Customer Relationship Management
- Developing Trust and Loyalty Online
- Learning from CRM
Chapter 5: Help Desks: The AAA of the Cyber Highway
- Dealing with and Angry Caller
- Letting Frustrated Customers Vent
- Controlling your Talk Time
- Helping Your Customers Help Themselves
- Creating Reasonable Service Expectations
Chapter 6: Call Center Fundamentals
- Fulfilling Customer Expectations in a Multi-Channel Environment
- Recognizing the Communication Differences between Phone and E-Mail
- Having a Great Call Center Staff
- Outsourcing Your Call Center
Chapter 7: Reinventing Your IT Department
- Knowing Where You Are - Surveying Your Internal Customers
- Developing a Mission Statement and Creating Service Standards
- Creating Internal Partnerships
Chapter 8: The Domain Race in Cyberspace: Winning the Name Game
- Domain Name Basics
- Creating Your Domain Name
- If at First You Don't Succeed
- Registering Your Domain Name
Chapter 9: Don't Miss the Hits: Search Engines, Links, and PR
- Getting Listed with Search Engines
- Achieving the Highest Possible Ranking and Position
- Maximizing Your Hits with Link Exchanges
- Planning a PR Campaign to Announce Your Site
Chapter 10: The Three Cs: Content, Commerce, and Community
- Content - Giving People a Reason to Visit Your Site
- Commerce - Making Purchasing from Your Site Possible
- Community - Encouraging People to Share Ideas about Your Company
Chapter 11: Working with a Web Developer
- Assessing Where You Are Now to Know What Kind of Help You Need
- Establishing Goals for Your Web Site
- Engaging the Right Web Developer
Chapter 12: E-Mail: Making the Most of the Medium
- Understanding E-Mail as the Medium of Monologue
- Recognizing the Limitations of E-Mail
Chapter 13: The Nuts and Bolts of E-Mail Writing
- Focusing on Words - Knowing Your Raw Material
- Adding Some Style to Your E-Mails
- Remembering E-Mail Courtesy
- Avoiding Common E-Mail Mistakes
Chapter 14: Message Mastery: Saving Time for Yourself and Others
- Dealing with Incoming Messages
- Writing E-Mails that Produce Results
Chapter 15: Problem Solving Online: Teamwork with a Twist
- Utilizing Virtual Problem - Solving Teams
- Taking Steps to Reach Online Consensus
Chapter 16: E-Rapport: New E-Mail Skills for Customer Closeness
- Using Sensory Language
- Recognizing the Affect of Neutral Language
- Backtracking Key Words
Chapter 17: Ten Ways to Make Your Online Service Shine
Chapter 18: Ten Tips for Dealing with Customer Complaints
Chapter 19: Ten Things to Know about E-Mail Privacy
Chapter 20: Ten Ways to Use Voicemail to Enhance Customer Relations
Chapter 21: Ten Ways to Evaluate Your Online and Offline Service
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