Customer Service For Dummies Third Edition integrates the unbeatable information from Customer Service For Dummies & Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large & small businesses alike. The book covers the fundamentals of service selling & presents up-to-date advice on such fundamentals as help desks call centers & IT departments. Plus it shows readers how to take stock of their customer service strengths & weaknesses create useful customer surveys & learn from the successes & failures of businesses just like theirs. Karen Leland & Keith Bailey (Sausalito CA) are cofounders of Sterling Consulting Group an international consulting firm specializing in quality service consulting & training for such clients as Oracle IBM Avis & Lucent.