Customer Service For Dummies PDF Download
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Author: Karen Leland
Publisher: John Wiley & Sons
ISBN: 1118052730
Category : Business & Economics
Languages : en
Pages : 409
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Book Description
Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.
Author: Karen Leland
Publisher: John Wiley & Sons
ISBN: 1118052730
Category : Business & Economics
Languages : en
Pages : 409
Get Book Here
Book Description
Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.
Author: Marsha Collier
Publisher: John Wiley & Sons
ISBN: 1118007654
Category : Business & Economics
Languages : en
Pages : 204
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Book Description
Make your online customers happy—and create new ones—with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers "happy birthday." They grow their brands by involving themselves in communities. The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers. Authentically use social media to connect with customers to boost your bottom line Attract new customers through your online presence Achieve higher GMS (Gross Merchandise Sales) with quality customer service Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.
Author: Roy Barnes
Publisher: John Wiley & Sons
ISBN: 1118756045
Category : Business & Economics
Languages : en
Pages : 373
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Book Description
Gain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth. Customer Experience For Dummies helps you listen to your customers and offers friendly, practical, and easy-to-implement solutions for incorporating customer engagement into your business plans and keep the crowds singing your praises. The book will show you simple and attainable ways to increase customer experience and generate sales growth, competitive advantage, and profitability. You'll get the know-how to successfully optimize social media to create more loyal customers, provide feedback that keeps them coming back for more, become a trustworthy and transparent entity that receives positive reviews, and so much more. Gives you the tools you need to target customers more precisely Helps you implement new social and mobile strategies Shows you how to generate and maintain customer loyalty in order to achieve success through multiple channels Explains how a fully-engaged customer can help you outperform the competition Learn how to respond effectively to customer feedback Your brand's reputation and success is your lifeblood, and Customer Experience For Dummies shows you how to stay relevant, add value, and win and retain customers.
Author: Real Bergevin
Publisher: John Wiley & Sons
ISBN: 0470678402
Category : Business & Economics
Languages : en
Pages : 391
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Book Description
Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
Author: Marsha Collier
Publisher: John Wiley & Sons
ISBN: 0470535350
Category : Business & Economics
Languages : en
Pages : 411
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Book Description
The bestselling guide to successfully buying and selling on eBay, fully revised and updated eBay is the world's #1 shopping and selling site, where millions find bargains and make money with their own sales. Marsha Collier is the #1 eBay expert and bestselling author, with more than a million copies of her books in print. And eBay For Dummies has been the bestselling book on eBay since the original edition in 1999. Thoroughly updated to cover all the changes in the eBay site, eBay For Dummies, 6th Edition gets you started with information about signing up and navigating the site. It shows you how to find the best bargains, bid to win, and complete your purchase securely. Then it guides you into become a successful eBay seller, showing you how you can pick up extra money in a tight economy with eBay sales. Covers how to find bargains on eBay, bid successfully, and pay for your purchases safely Helps new users become comfortable with the site and shop with confidence Shows you how to set up a seller account, list items, offer customer service, ship merchandise, and receive payment securely Prepares you for other issues that may arise Explores eBay's special features, showing you how to work within the rules, use the community, and even set up a charity auction Includes insider tips on becoming a better buyer and seller eBay For Dummies, 6th Edition prepares you to save money on your purchases and make money on your sales, all from the comfort of your home.
Author: Paul Lancaster
Publisher: John Wiley & Sons
ISBN: 1118730771
Category : Marketing
Languages : en
Pages : 384
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Book Description
Small Business Marketing For Dummies helps you promote your business. It is designed specifically for the busy small business owner, giving you simple but powerful ways to spread your message - all at little or no cost. It shows you how to build your company's profile, attract new customers and keep them coming back for more. Inside you will learn how to: Create an achievable marketing plan Use social media and the web to attract and keep customers Communicate with your customers through winning emails, newsletters, blogs and more Make use of affordable advertising solutions in print and other media Get great PR for your business.
Author: Jeff Sauro
Publisher: John Wiley & Sons
ISBN: 1118937597
Category : Business & Economics
Languages : en
Pages : 336
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Book Description
The easy way to grasp customer analytics Ensuring your customers are having positive experiences with your company at all levels, including initial brand awareness and loyalty, is crucial to the success of your business. Customer Analytics For Dummies shows you how to measure each stage of the customer journey and use the right analytics to understand customer behavior and make key business decisions. Customer Analytics For Dummies gets you up to speed on what you should be testing. You'll also find current information on how to leverage A/B testing, social media's role in the post-purchasing analytics, usability metrics, prediction and statistics, and much more to effectively manage the customer experience. Written by a highly visible expert in the area of customer analytics, this guide will have you up and running on putting customer analytics into practice at your own business in no time. Shows you what to measure, how to measure, and ways to interpret the data Provides real-world customer analytics examples from companies such as Wikipedia, PayPal, and Walmart Explains how to use customer analytics to make smarter business decisions that generate more loyal customers Offers easy-to-digest information on understanding each stage of the customer journey Whether you're part of a Customer Engagement team or a product, marketing, or design professional looking to get a leg up, Customer Analytics For Dummies has you covered.
Author: Lars Helgeson
Publisher: John Wiley & Sons
ISBN: 1119368979
Category : Business & Economics
Languages : en
Pages : 375
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Book Description
Save time, save money, and grow your business with more effective CRM CRM For Dummies is the small business leader's guide to managing customer interactions. Customer relationship management is a critical part of any business, and it encompasses everything from business strategy and HR to sales, marketing, events, and more. Solutions exist for businesses of any size, but how do you know which one is right for you? What features do you need? Do you have the people and processes in place to get the most out of whichever one you choose? This book is designed to help business leaders better understand effective CRM and identify the right solution for their business—but it's about much more than software; effective CRM requires appropriate team structures, intradepartmental collaboration, and process efficiency. Packed with tactics and strategies that will save your company thousands of dollars and man-hours, these chapters answer the most pressing questions that will make the biggest impact on your sales. Building relationships with current and future customers is the critical point of business. This book helps you bring sales, marketing, and operations together to work toward that common goal, and shows you the tools and techniques that make your efforts more effective. Define your market segments, buyer personas, and voice Build an effective internal structure, and choose the right CRM solution Optimize leads and conduct effective email marketing Streamline processes, automate where possible, and employ analytics Your customers are the lifeblood of your company; you need to reach them, engage them, and retain them—without wasting precious time or money. CRM For Dummies gets you up to speed on the latest, most effective CRM tools and techniques to help your business succeed.
Author: Barbara Findlay Schenck
Publisher: John Wiley & Sons
ISBN: 1118054458
Category : Business & Economics
Languages : en
Pages : 386
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Book Description
Having your own business isn’t the same as having customers, and one is useless without the other. Whether your business is a resale store or a high-tech consulting firm, a law office or a home cleaning service, in today’s competitive environment, strategic marketing is essential. Small Business Marketing For Dummies, Second Edition is updated from the original version that won rave reviews and inspired thousands of small businesses on their way to becoming big businesses. Updates include more information on online marketing, a whole new section on getting and keeping customers, new cost-effective, fast-acting ideas for instant impact, and more. The book covers: Marketing basics that prepare you to rev up your business and jumpstart your marketing program Information to help you define your business position and brand Advice on bringing in professionals A quick-reference guide to mass media and a glossary of advertising jargon How-tos for creating print and broadcast ads that work Ideas for getting the word out without advertising, including information on direct mail, brochures, publicity, promotions, and more Ten steps to follow to build your own easy-to-assemble marketing plan With pages of ideas for low-cost, high-impact marketing from author Barbara Findlay Schenck, a marketing consultant with more than 20 years experience with clients ranging from small businesses to Fortune 500 companies, Small Business Marketing For Dummies, Second Edition helps you reach and keep new customers. Whether you’re running a home office, a small firm, a family business, a nonprofit organization, or a retail operation, you’ll discover how to: Custom design your own marketing program Create effective marketing messages Produce marketing communications that work No matter what field you’re in, Small Business Marketing For Dummies, 2nd Edition will help you make your dreams come true. If you buy it, read it, and implement some of the marketing strategies discussed, customers will come.
Author: Karen Leland
Publisher: For Dummies
ISBN: 9780764552090
Category : Business & Economics
Languages : en
Pages : 456
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Book Description
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!
