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.
A strong foundation of customer service, therefore, is essential for online survival. Online Customer Service For Dummies explains how to survive. "An excellent job of focusing business and customer satisfaction.
This book helps you listen to your customers and offers practical, easy-to-implement solutions for incorporating customer engagement into your business plans to attract loyal, happy customers.
In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center.
The book explores the hottest business phenomenon today—social media marketing—with full coverage of Twitter, Facebook, blogs, and other technologies that are now firmly part of the online business landscape.
Consumer behaviour.
This book is designed to help business leaders better understand effective CRM and identify the right solution for their business—but it's about much more than software; effective CRM requires appropriate team structures, ...
Packed with savvy tips for low-cost, high-impact campaigns, this friendly guide is your road map to launching a great marketing campaign and taking advantage of the newest technologies and avenues for outreach.
Make the most of every marketing dollar with the proven advice in this book! Whether you're a mom-and-pop business, a nonprofit with a strict budget, a global brand, or a mid-size enterprise looking to grow this book is for you!
Some blogs go dormant on popular holidays, not publishing and letting a holiday that doesn't directly apply to their business or a product they sell pass them by. But that doesn't have to be the case. Holidays are a great way to display ...
In this book Marsha provides the tactics and know-how to take your business to the next level.” —Frank Eliason, Senior Vice President of Social Media, Citibank "Customer service is no longer a cost center. It's an opportunity.