November 2004

Hello!

Superb customer service is key to make loyal advocates out of your customers.

In this issue:

1. Important new book for everyone who writes
2. The Edge Up - Book Review
3. New chapter added to my book

Important book for everyone who writes...

In today's marketplace, you must know how to write effectively. Write to communicate.

It's a valuable skill. It's a skill you can learn.
I'd like to introduce you to a truly superb book explaining how.

Although "officially" written for people who need to write articles for their web sites, Make Your Content PREsell! is filled with so much good writing advice that I consider it a must-have for everyone who writes!

It's the only book of its kind.

It tells you:

• how to write to COMMUNICATE
• how to develop your own "voice"
• how to convince people to trust and like you.

No other book in the world shows you how to do this.

OK, I confess. I'm a bit biased. I've been asked to contribute to this book, and I have. But at the same time I must say that I'm in very good company.

I wanted to bring this book to your attention, because everyone should learn how to write effectively. And they're almost giving his book away for an incredibly low price. It costs just below $10!

The skill is worth so much more.

Don't pass up on this one!

Read more about Make Your Content PREsell!

The Edge Up - Book Review

June van Klaveren has a very active writing style. Talking from her own experience, she gives wonderful insights into what customers need from service, and what customer service skills go with it.

One of the best sections is the "Customer's Bill of Rights". Very well said. Because customers have rights. Not in the least, they have the right to take their business elsewhere. By declaring the Customer's Bill of Rights in your company, they won't want to.

That one section says what customer service (or doing business) should be all about.

She continues with real life customer service stories, some of which are as common as they are hair-raising. There's a lot to be learned here.

A big challenge in customer service is damage control and conflict handling. Mrs. van Klaveren shows you how to handle difficult customers, amongst other invaluable service skills.

"The secrets's in the caring", she says, and that's very true. Caring employees, but also management should care. For their customers, and for their employees. In fact, all managers in a business should read this.

There's no fluff in this book, only great advice. Page after page. It encourages you to take charge.

At just $11,95, this book is incredible value for money.

Buy it.

In fact, buy some more to distribute throughout your company.

Check out The Edge Up

New chapter added to my book

The Customer Connection

As promised, I'm making new chapters available to all subscribers.

I've just finished the 2nd chapter, "The Customer Unveiled", about getting to know your online customer.

As usual, you can get the 1st and 2nd chapter at the link removed, for subscribers only.

I hope you like what you read.

If you have any comments, I'd greatly appreciate it. Please use the form on the Member Info Point. Thanks.

CustomerServicePoint.com Info

Recommended Sites
http://www.softwareprojects.org
http://www.databasedesign-resource.com


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Customer Servings is the e-zine for www.customerservicepoint.com, your resource on improving customer service. The newsletter is sent at irregular intervals.

Customer Servings is for you!

If you have any suggestions for subjects you would like to see in future issues, or have comments in general on Customer Servings or Customer Service Point, please e-mail me at customer_servings@customerservicepoint.com.

I welcome your remarks!

(C) 2004, Erwin Steneker