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（建立用户忠实性傻瓜书）CUSTOMER SERVICE FOR DUMMIES书籍详细信息
- ISBN：9780471768692
- 作者：暂无作者
- 出版社：暂无出版社
- 出版时间：2006-05
- 页数：380
- 价格：169.30
- 纸张：胶版纸
- 装帧：平装
- 开本：暂无开本
- 语言：未知
- 丛书：暂无丛书
- TAG：暂无
- 豆瓣评分：暂无豆瓣评分
内容简介：
Customer Service For Dummies,Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike.The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks,call centers,and IT departments.Plus,it shows readers how to take stock of their customer service strengths and weaknesses,create useful customer surveys,and learn from the successes and failures of businesses just like theirs.
书籍目录：
Introduction
Part Ⅰ:Creating the Customer-Centric Organization
Chapter 1:Championing Customer Service
Chapter 2:In-Focused or Customer-Focused:Where Do You Stand?
Chapter 3:Building a Winning Service Strategy
Chapter 4:Better Service through Surveys:Questionnaires,Focus Groups,and Interviews
Chapter 5:Company-Wide Training as a Catalyst for Change
Part Ⅱ:Take It from the Top:Service Management
Chapter 6:Coaching Service Excellence
Chapter 7:What You Can Measure,You Can Manage:Service Standards
Chapter 8:Beyond Employee of the Month:Reward and Recognition
Chapter 9:It Takes a Team:Problem-Solving with a Twist
Part Ⅲ:Keeping Your Customers:Simple Actions,Significant Payoffs
Chapter 10:A Wink,a Smile,and a Nod:Body Language
Chapter 11:It’s Not What You Say,It’s How You Say It:Phone Tone and Etiquette
Chapter 12:It Takes Two to Tango:Getting in Step with Your Customer
Chapter 13:Turning Service Excellence into Sales Success:Five Timeless Techniques
Part Ⅳ:Road Blocks:When the Going Gets Rough
Chapter 14:Saying No:What to Do When You Can’t Say Yes
Chapter 15:Seeing Red:Dealing with Difficult Customers
Chapter 16:Taking Initiative:Bouncing Back from Service Blunders
Chapter 17:The Gift of the Gaffe:Dealing with Customer Complaints
Part Ⅴ:Working in a Wired World:Customer Service on the Web
Chapter 18:Clicking with Your Customers:Online Content and Commerce
Chapter 19:Making Your Web Site Shine with Site Design
Chapter 20:E-Mail Etiquette and Writing:Making the Most of the Medium
Chapter 21:CRM:Automating the Personal Touch
Part Ⅵ:The Part of Tens
Chapter 22:Ten Major Don’ts of Customer Service
Chapter 23:Ten Tips for Constructive Conflict with Co-Workers
Chapter 24:Ten Ways to Get Better Service as a Customer
Index
作者介绍：
Karen Leland and Keith Bailey(Sausalito,CA)are cofounders of Sterling Consulting Group,an international consulting firm specializing in quality service consulting and training for such clients as Oracle,IBM,Avis,and Lucent.
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书籍介绍
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Customer Service For Dummies , Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all–in–one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up–to–date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.
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