I've worked in the customer support field now for seven years and I consider myself somewhat of an expert in the field.I bought this book because I thought that I could use a few suggestions or reminders to helpme hone my skills.What I found was a goldmine.When I first started inCustomer Service I dealt pricipally on the phone speaking to customers. That has changed and now I deal mainly via e-mail.The reason this bookwas so great for me is that it contains three chapters that deal withnothing but e-mail.
I have recommended this book to all of my co-workersand my manager is going to provide the entire department with complementarycopies because it is such a great resource.He has read it too.
I wishthat I could describe in detail each and every reason that you should buythis book, but I would probably end up writing a book myself.
Whetheryou're an old pro, like me, or a beginner, this book has something for you.
Product Description
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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