Product Description

Who would wait two to three days for a response when you could go to anther site offering the same product and get an answer instantaneously? A strong foundation of customer service, therefore, is essential for online survival. Online Customer Service For Dummies explains how to survive.

Product Details

• Amazon Sales Rank: #488069 in Books
• Published on: 2001-04-15
• Original language: English
• Number of items: 1
• Binding: Paperback
• 273 pages

From the Back Cover
"An excellent job of focusing business and customer satisfaction." —Charles P. Kendig, vice president, Oracle Service Industries

Praise for Online Customer Service For Dummies
"Karen Leland and Keith Bailey understand deeply what it takes to deliver effective and lasting online customer service. The key is the practical ideas and examples that illuminate the important concepts to which they are committed." —Giles H. Bateman, cofounder of the Price Club, former non-executive chairman CompUSA

"Chisels down the complexities of technology and gets to the core element of providing effective e-service — keeping the human connection!" —Jun Young, training solution architect, Microsoft Corporation

Packed with tips on effective e-mail communication

Find out how to deliver online customer service with a personal touch If your business is like most businesses, you've got a Web strategy. But how do you respond to online questions and complaints without losing the human touch? Relax! In this encore to their bestselling Customer Service For Dummies, two quality service pros show you how to create an online service plan that'll keep customers coming back for more.

About the Author
Keith Bailey and Karen Leland are cofounders of the Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training. Clients include AT&T, Oracle, Marriott, and Bank of America.