Customer Service For Dummies

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Customer Service For Dummies, Third Edition integrates theunbeatable information from Customer Service For Dummies and OnlineCustomer Service For Dummies to form an all-in-one guide tocustomer loyalty for large and small businesses alike. The bookcovers the fundamentals of service selling and presents up-to-dateadvice on such fundamentals as help desks, call centers, and ITdepartments. Plus, it shows readers how to take stock of theircustomer service strengths and weaknesses, create useful customersurveys, and learn from the successes and failures of businessesjust like theirs. Karen Leland and Keith Bailey (Sausalito, CA) arecofounders of Sterling Consulting Group, an internationalconsulting firm specializing in quality service consulting andtraining for such clients as Oracle, IBM, Avis, and Lucent.

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Karen Leland

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