Customer Service For Dummies®

Whether you're a business owner, corporate executive, manager, service provider, or customer,. you know that quality customer service is the key ot being succesful in b usiness in the '90s. This down-to earth, step-by-step reference uncovers the mystery surrounding customer service and prvides you with an outline for how to provide (and get) the best service possible. Filled wioth expert tips, techniques,and suggestions, as well as real-world examples, case studies, and charts, you'll find Cstomer Service For Dummies is your handy customer service bible for the '90s and beyond. Inside, you'll discover how to: *Understand your customer's needs through surveys, questionnaires, and focus groups *Evaluate your company's commitment to service and houw to improve it. *Develop staff training programs for service excellence. *Deal effectively with angry customers and diffivult situations. *Improve communication with tips on body language, tone of voice, and telephone etiquette. *Manage conflicts with co-workers. *Get great service when you're the customer. *Measure and reduce your stress. *Achieve Gold Medal service at a bronze medal cost! I