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!

About the Author

Karen Leland and Keith Bailey are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training. Clients include Oracle, IBM, Avis, and Lucent.

"About this title" may belong to another edition of this title.

Store Description

With 3 stores less than 1 hour outside the DC/Metropolitan area (1 in Gaithersburg, 1 in Frederick and 1 in Hagerstown, MD), we have the largest selection of books in the tri-state area. Wonder Book and Video has been in business since 1980 and online since 1997. We have over 1 Million books for sale on our website and another 1 Million books for sale in our 3 locations. Items on Abe are not necessarily in stock at our retail locations. Please do not call the stores to place orders for Abe Books sales. We have a very active online inventory and as such, we can receive multiple orders for the same item. We fill those orders on a first come first serve basis, but will refund promptly any items that are out of stock. Since 1980 it has always been about the books. ALL kinds of books from 95 cent children's paperbacks to five figure rare and collectibles. A merging of the old and new is where we started, and it is where we are today. Our retail stores have always been places where a reader can rush in looking for a title needed for a term paper that is due the next day, or where bibliophiles can get lost "in the stacks" for as long as they wish. In 2002 USAToday recognized us as "1 of 10 Great Old Bookstores", and we have been featured in numerous other newspaper and TV stories including Washington Post and CSpan. Members ABAA, ILAB.

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Association Member

Members of these associations are committed to maintaining the highest standards. They vouch for the authenticity of all items offered for sale. They provide expert and detailed descriptions, disclose all significant defects and/or restorations, provide clear and accurate pricing, and operate with fairness and honesty during the purchase experience.

Seller's business information

Wonder Book
Wonder Book and Video, 1550 Tilco Drive, Frederick, MD, 21704, U.S.A.

Sale & Shipping Terms

Terms of Sale

We want you to be satisfied with the book you order. Our general description is conservative and the book should be as good or better than our general description may indicate.

RETURNS are cheerfully accepted up to 30 days. We ship out within 1-2 business days and U.S. Standard Shipments usually arrive within 6-9 business days, Priority 3-6. We want you to be satisfied with the book you order. Our general description is conservative and the book should be as good or better than our general descr...

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Shipping Terms

STANDARD DOMESTIC U.S. SHIPPING IS FREE. Priority Shipping is only $6.99 for first item, $1 each additional. Orders ship within 2 business days. Shipping outside of U.S. is typically between $8-13 and takes between 8-15 business days. Heavier books may require additional shipping. Faster Needs Please Inquire.

Shipping rates within U.S.A.

Shipping rates within U.S.A.
Order quantity	5 to 9 business days	3 to 6 business days
First item	US$ 0.00	US$ 10.98

Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.