overview | table of contents | why we wrote the new edition
Customer
Service for Dummies
Table
of Contents
 Part
I: Look Before You Leap
Chapter 1: Back to Basics: The Art of Giving Good Service
Chapter 2: Who's Next in Line? The Art of Giving Good Service
Chapter 3: Mirror, Mirror on the Wall: Taking an Honest
Look at Your Service
Part
II: Simple Actions, Significant Payoffs: Individual Strategies
Chapter
4: A Wink, a Smile, and a Nod: Body Language
Chapter 5: It's Not What You Say, It's How You Say It: Tone
of Voice
Chapter 6: Help, I'm Stuck in Voice Mail: Telephone Etiquette
Chapter 7: It's Never Crowded along the Extra Mile
Chapter 8: What to Do When You Can't Say Yes
Part
III: Dealing with Difficult People
Chapter
9: How to Win Over a Difficult Customer
Chapter 10: Wrinkled Foreheads and Clenched Fists: Stress
Management
Chapter 11: It Takes Two to Tango: Getting in Step with
Your Customer
Chapter 12: Managing Conflict with Co-Workers
Part
IV: Six Steps to Service Success: Company Strategies
Chapter
13: Taking Your Company's Pulse: How to Survey Your Customers
Chapter 14: Putting the Puzzle Together: Creating an Action
Plan
Chapter 15: You're Never Too Old (Or Young) to Learn: Service
Training
Chapter 16: Quality Groups: The Key to Continuous Improvement
Chapter 17: What You Can Measure, You Can Manage: Service
Standards
Chapter 18: Beyond Employee of the Month: Reward and Recognition
Part
V: Cyberspace - The Next Frontier
Chapter
19: The Era of E-Mail: Mastering Your Electronic Mailbox
Chapter 20: Good Manners in Cyberspace - E-Mail Etiquette
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Chapter 21: The Ethics of E-Mail: Facing Privacy, Permanence,
and Policy Issues
Chapter 22: Working in a Wired World - Customer Service
on the Web
Part
VI: The Part of Tens
Chapter
23: Ten Good Customer Service Habits to Develop
Chapter 24: Ten Ways to be a Good Customer Service Role
Model for Your Staff
Chapter 25: Ten Major Don'ts (And Do's) of Customer Service
Chapter 26: Ten Ways to Sell With Service
Chapter 27: Ten Questions to Ask Before Hiring a Customer
Service Consultant
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