overview | table of contents | why we wrote the new edition

Customer Service for Dummies

Why We Wrote the New Edition

When we wrote the first edition of this book four years ago, the topic of cyberservice was not even on our radar screen! It is hard to believe, as we look back, that most of our clients were only just beginning to embrace the possibility that customer service might be impacted by the use of e-mail and Web sites on the Internet. So when our publisher approached us with the invitation to write an updated second edition, we couldn't wait to add a new part titled, "Cyberservice - The Next Frontier" to this book that contains all the information that we have been gathering over the past few years on communicating and servicing customers online.