Customer Service For Dummies by Karen Leland and Keith Bailey, softcover, 422 pages, 1999, $21.99. |
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Overview
This down-to-earth, step-by-step reference uncovers the mystery surrounding customer service and provides you with an outline for how to provide (and get) the best customer service possible. Filled with expert tips, techniques, and suggestions, as well as real-world case examples, case studies, and charts, you'll find Customer Service for Dummies is your handy customer service bible for the 90's and beyond.
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Table of Contents
1. The Art of Giving Good Customer Service |
16. Quality Groups 17. Service Standards 18. Reward & Recognition 19. Mastering Your Electronic Mailbox 20. E-mail Etiquette 21. Ethics of E-Mail: Privacy, Permanance, & Policy 22. Customer Service on the Web 23. Ten Good Customer Service Habits to Develop 24. Ten Ways to be a Good Customer Service Role Model for Your Staff 25. Ten Major Do's and Don'ts of Customer Service 26. Ten Ways to Sell With Service 27. Ten Questions to Ask Before Hiring a Customer Service Representative 28. Ten Ways to Maintain Service in a Growing Company |
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