Customer Service Book Review: Customer Service For Dummies (For Dummies (Business & Personal Finance)) by Karen Leland and Keith Bailey
This is a useful nuts and bolts type book. It’s not sexy or shocking in any way. It does what it should: It offers practical, proven ideas and guidance to help any organization improve customer service.
This hefty (408 pages) tome covers a lot of topics. From service selling to help desks, call centers and IT departments. The authors provide help for management to create a customer focused organization. And they offer tactical tips and advice for customer facing employees to sharpen their skills.
As expected, this book also has a section on dealing with challenging, difficult and angry customers. They also offer tips on how to say “no” in an appropriate way.
A nice value add is the section on delivering customer service using technology. They talk about web sites, CRM email and other technology tools that impact customer service on both sides of the transaction.
Some quotes from business publications about this book:
A ‘must-have’ manual for companies of all sizes – from the sales proprietor to the largest corporation. –Home Business Journal
Excellent…Provides lots of step-by-step tips. -Small Business Opportunities
Readers have given this book 5 star reviews at Amazon.com. If you want to improve customer service in your organization, it’s worth a look.
Find more information about this book here.