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01_768693 ffirs.qxp 3/24/06 5:42 PM Page iii Customer Service FOR DUMmIES‰ 3RD EDITION by Karen Leland and Keith Bailey 01_768693 ffirs.qxp 3/24/06 5:42 PM Page ii 01_768693 ffirs.qxp 3/24/06 5:42 PM Page i Customer Service FOR DUMmIES‰ 3RD EDITION 01_768693 ffirs.qxp 3/24/06 5:42 PM Page ii 01_768693 ffirs.qxp 3/24/06 5:42 PM Page iii Customer Service FOR DUMmIES‰ 3RD EDITION by Karen Leland and Keith Bailey 01_768693 ffirs.qxp 3/24/06 5:42 PM Page iv Customer Service For Dummies®, 3rd Edition Published by Wiley Publishing, Inc. 111 River St. Hoboken, NJ 07030-5774 www.wiley.com Copyright © 2006 by Wiley Publishing, Inc., Indianapolis, Indiana Published simultaneously in Canada No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permit- ted under Sections 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400, fax 978-646-8600. Requests to the Publisher for permission should be addressed to the Legal Department, Wiley Publishing, Inc., 10475 Crosspoint Blvd., Indianapolis, IN 46256, 317-572-3447, fax 317-572-4355, or online at http:// www.wiley.com/go/permissions. Trademarks: Wiley, the Wiley Publishing logo, For Dummies, the Dummies Man logo, A Reference for the Rest of Us!, The Dummies Way, Dummies Daily, The Fun and Easy Way, Dummies.com and related trade dress are trademarks or registered trademarks of John Wiley & Sons, Inc. and/or its affiliates in the United States and other countries, and may not be used without written permission. All other trademarks are the property of their respective owners. Wiley Publishing, Inc., is not associated with any product or vendor mentioned in this book. LIMIT OF LIABILITY/DISCLAIMER OF WARRANTY: THE PUBLISHER AND THE AUTHOR MAKE NO REP- RESENTATIONS OR WARRANTIES WITH RESPECT TO THE ACCURACY OR COMPLETENESS OF THE CON- TENTS OF THIS WORK AND SPECIFICALLY DISCLAIM ALL WARRANTIES, INCLUDING WITHOUT LIMITATION WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE. NO WARRANTY MAY BE CRE- ATED OR EXTENDED BY SALES OR PROMOTIONAL MATERIALS. THE ADVICE AND STRATEGIES CON- TAINED HEREIN MAY NOT BE SUITABLE FOR EVERY SITUATION. THIS WORK IS SOLD WITH THE UNDERSTANDING THAT THE PUBLISHER IS NOT ENGAGED IN RENDERING LEGAL, ACCOUNTING, OR OTHER PROFESSIONAL SERVICES. IF PROFESSIONAL ASSISTANCE IS REQUIRED, THE SERVICES OF A COMPETENT PROFESSIONAL PERSON SHOULD BE SOUGHT. NEITHER THE PUBLISHER NOR THE AUTHOR SHALL BE LIABLE FOR DAMAGES ARISING HEREFROM. THE FACT THAT AN ORGANIZATION OR WEBSITE IS REFERRED TO IN THIS WORK AS A CITATION AND/OR A POTENTIAL SOURCE OF FUR- THER INFORMATION DOES NOT MEAN THAT THE AUTHOR OR THE PUBLISHER ENDORSES THE INFOR- MATION THE ORGANIZATION OR WEBSITE MAY PROVIDE OR RECOMMENDATIONS IT MAY MAKE. FURTHER, READERS SHOULD BE AWARE THAT INTERNET WEBSITES LISTED IN THIS WORK MAY HAVE CHANGED OR DISAPPEARED BETWEEN WHEN THIS WORK WAS WRITTEN AND WHEN IT IS READ. For general information on our other products and services, please contact our Customer Care Department within the U.S. at 800-762-2974, outside the U.S. at 317-572-3993, or fax 317-572-4002. For technical support, please visit www.wiley.com/techsupport. Wiley also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic books. Library of Congress Control Number: 2006920629 ISBN-13: 978-0-471-76869-2 ISBN-10: 0-471-76869-3 Manufactured in the United States of America 10 9 8 7 6 5 4 3 2 1 3O/RS/QU/QW/IN 01_768693 ffirs.qxp 3/24/06 5:42 PM Page v About the Authors Karen Leland and Keith Bailey are cofounders of Sterling Consulting Group, Inc., an interna- tional management consulting firm specializing in maximizing results through the people side of business. They have a combined 25 years of experience in this field and have worked with over 100,000 executives, managers, and front- line staff from a wide variety of industries including retail, trans- portation, hospitality, banking, and consumer goods. Their consulting work in corporations and public speaking engagements has taken them throughout North America, Southeast Asia, and Europe. Their clients have included such companies as AT&T, American Express, Apple Computer, Avis Rent A Car, Bank of America, Bristol-Myers Squibb, The British Government, DuPont, SC Johnson Wax, Lufthansa German Airlines, Pacific Bell, Microsoft, and Oracle, to name a few. In addition to their consulting work, Karen and Keith are sought after by the media as experts on quality service. They have been interviewed by dozens of newspapers, magazines, and television and radio stations including The Associated Press International, The British Broadcasting Company, CBS, CNN, Entrepreneur magazine, Fortune magazine, Newsweek, The New York Times, Sales & Marketing Management magazine, TIME magazine, and The Oprah Winfrey Show. Karen Leland and Keith Bailey are the authors of the previous two editions of Customer Service For Dummies, which have sold over 200,000 copies to date and been translated into numerous languages including Spanish, German, Korean, and Polish, among others. In addition, they are the authors of Watercooler Wisdom: How Smart People Prosper in the Face of Conflict, Pressure and Change (New Harbinger, 2006). For further information, please view their Web site at www.scgtraining.com. 01_768693 ffirs.qxp 3/24/06 5:42 PM Page vi Training, Consulting, and Keynote Speeches Sterling Consulting Group offers a variety of training programs, consulting, and keynote speeches in the area of how to improve quality service. Karen and Keith are among the highest-rated presenters on the training/ speaking circuit and offer programs that are ߜ Customized to reflect your specific needs, concerns, and industry ߜ Highly interactive, fun, and lively ߜ Based on practical, real-world information that attendees can use immediately Among the customer service improvement programs that SCG offers are: The Service Advantage — a one-day customer relations workshop for front- line staff. Also available as an online training program. Service Management and Teambuilding — a two-day program for managers on how to create an environment for quality service Building A Winning Quality Service Strategy — a one-day program for senior executives designed to facilitate developing a strategy for creating a more customer-focused company The Quality Service Audit — a comprehensive survey and evaluation that helps a company or division identify how customer-focused they are cur- rently and target specific areas for improvement Essential E-mail — a half-day training session designed to help participants improve their overall email efficiency and compose messages with style and impact. Also available as an online training program. To learn more about SCG, the above programs or any of our other training pro- grams (including team building, conflict resolution, coaching) please visit our Web site at www.scgtraining.com. Some things you can do at this site are ߜ See a video clip of Keith and Karen in action ߜ Take a mini-audit to see how customer-focused your company is ߜ Check out our live and online training products ߜ Review the table of contents for our other books 01_768693 ffirs.qxp 3/24/06 5:42 PM Page vii If you are interested in speaking to us about any of the above, please contact Karen Leland/Keith Bailey at: Sterling Consulting Group, Inc. 180 Harbor Drive #208 Sausalito, CA 94965 Phone: (415) 331-5200 Fax: (415) 331-5272 E-mail: [email protected] Please visit our Web site: www.scgtraining.com 01_768693 ffirs.qxp 3/24/06 5:42 PM Page viii Dedication For my father, Cecil Frederick Bailey, 1919-2005 — Keith Bailey To my parents, for encouraging education and imparting to me my love of learning — Karen Frances Leland 01_768693 ffirs.qxp 3/24/06 5:42 PM Page ix Authors’ Acknowledgments First we would like to thank our clients who, over the years, have taught us more about customer service than we could ever write in one book. Thank you for helping us to turn good ideas into practical applications. To our friends, family members, and colleagues, we thank you for putting up with those many months we spent in hibernation writing this book. We are especially thankful to Kaylyn Lehmann for being a gifted trainer and the tech- nical advisor on this book. Our deepest gratitude to Kathy Welton for contacting us about writing the original Customer Service For Dummies. Special thanks to the wonderful staff at Wiley who have helped us through this process: Chrissy Guthrie for keep- ing us on track, Stacy Kennedy for helping to make this third edition a reality, Melisa Duffy for the ongoing public relations support, and Joyce Pepple for being our champion for this third edition. 01_768693 ffirs.qxp 3/24/06 5:42 PM Page x Publisher’s Acknowledgments We’re proud of this book; please send us your comments through our Dummies online registration form located at www.dummies.com/register/. Some of the people who helped bring this book to market include the following: Acquisitions, Editorial, and Composition Services Media Development Project Coordinator: Adrienne Martinez Project Editor: Christina Guthrie Layout and Graphics: Carl Byers, Acquisitions Editor: Stacy Kennedy Stephanie D. Jumper, Julie Trippetti Copy Editors: Neil Johnson, Jessica Smith Proofreaders: Leeann Harney, Jessica Kramer Editorial Program Coordinator: Hanna K. Scott Indexer: Techbooks Technical Editor: Kaylyn Lehmann Editorial Manager: Christine Meloy Beck Editorial Assistants: Erin Calligan, Nadine Bell, David Lutton Cover Photos: © Tom Grill/Getty Images Cartoons: Rich Tennant (www.the5thwave.com) Publishing and Editorial for Consumer Dummies Diane Graves Steele, Vice President and Publisher, Consumer Dummies Joyce Pepple, Acquisitions Director, Consumer Dummies Kristin A.
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