Editorial Review:
In today's highly competitive environment, good products and good marketing aren't enough. To succeed, you also need great customer service. Quality service touches our lives in two important ways: the service we give and the service we receive. Customer Service For Dummies, 2nd Edition, brims with hot tips, techniques, and lots of suggestions for giving your customers the kind of service that you yourself would like to receive. This down-to-earth, step-by-step guide fills you in on ways to - Take stock of your customer service strengths and weaknesses
- Commit to continuous improvement
- Work your way through modern-day e-mail and Internet etiquette
- Foster positive face-to-face and telephone service
- Deal with the unhappy folks among your customers
Packed with practical advice for getting through the everyday challenges at work, Customer Service For Dummies, 2nd Edition, shows you how to develop your staff so that they become service heroes to their customers. This insightful resource also gives you the goods on - Keeping your sanity when angry customers confront you with clenched fists or wrinkled foreheads
- Saying "No" nicely: Focusing on what you can do for the customer
- Tuning into body language and vocal tone
- Knowing the importance of both internal and external customers
- Achieving gold-level service at bronze-level cost
- Improving market share – whether the company's big, small, or in between
- Becoming a better customer by expressing yourself in style
Although customer service basics seem so much like common sense – smile, say please, and say thank you – these gestures alone won't begin to satisfy every situation. Once you expand your definition of service, reconsider who your customers are, and develop a customer-friendly attitude, you'll be in the right place to meet your customers' expectations – and right on time to make a pleasingly positive impression!
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Customer Reviews
Average Customer Rating: 
CUSTOMER SERVICE 2008-08-05
Customer Service For Dummies (For Dummies (Business & Personal Finance))
I have several of the dummy books and this is the best of the line that I have read. Whether you are already a professional or a beginner, this will give you tips and insights rarely considered. I would recommend it in a heartbeat!
A great guide for new customer service reps 2008-07-07
I have taught a lot of classes in cutomer service in the information technology field. This is a great book to use for reference and discussions.
It teaches on a level almost anyone can understand, provides insites to customer satisfaction, and how to achieve it. It's filled with little gems like "answer the phone with a smile on your face." This book is an easy read and well worth the money.
Great book & Great service 2007-09-07
As a Best Buy Consumer Relations representative we deal alot with the satisfication of customers & the products that they purchase at our stores. The level of service that i recieved with the purchase of my book was outstanding & the follow up on this has been nice. I would reccommend this service anytime , and look forward to my future purchases :)
Nice! 2004-08-04
This book is a must for those who are finding themselves just put in a situation where they must speak with customers. Gives insight into customer types, reminds on proper etiquette both on the phone and in person and in general makes communication more effective. Good for a geek (like myself) who is finding himself talking with the clients that (s)he supports more and more.
A good all round resource.  2002-07-07
This is a good resource, no matter if you have your first survey to do or have a complex service problem to fix - there is some commonsense advice on the whole range between these.For new or infrequent practitioners of surveys and service activities, this is a valuable resource - worth reading before you buy the more complex books.
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