Customer Service For Dummies?

You've probably encountered a rude clerk, telephone operator, or bus driver at least once in your life. But do you know what it feels like to be on the other side . . . to have people screaming at you, threatening to report you to your supervisor, or demanding faster service? Finally, there's a book about all this, and it's called Customer Service For Dummies. If your objective is to get better service as a customer, train your staff in how to deal with difficult people and situations, or improve your personal communication style, let customer service experts Karen Leland and Keith Bailey get you on the right track.

Discover how to:

Understand key customer service concepts

Plan and implement a customer service strategy

Foster good face-to-face and telephone service

Improve e-mail and Internet communication

Deal effectively with angry or abusive customers