Customer Service

Customer Service : A Practical Approach

3.7 (30 ratings by Goodreads)
  • Paperback
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Description

For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles.Tackling important issues facing customer service providers and customer service managers today, this straightforward, easy-to-read text provides students with: (1) a thorough understanding of the customer service industry, (2) a working knowledge of current trends and the ability to interpret those trends, and (3) the fundamental abilities and strategies that lead to the successful implementation of customer service. A #1 training and reference resource for numerous companies, the text's unique approach unfolds the dynamics of the customer service industry while providing exercises to develop the fundamental skills necessary to compete in it. It places a special emphasis on self-assessment and the mastery of the skills that together provide tangible evidence of individual and corporate productivity.show more

Product details

  • Paperback | 164 pages
  • 202 x 250 x 10mm | 299.38g
  • Pearson Education (US)
  • Pearson
  • United States
  • 3rd edition
  • 0130978531
  • 9780130978530

Table of contents

1. What Is Customer Service? 2. The Challenges of Customer Service. 3. Problem Solving. 4. Strategy and Formulating a Plan for Success. 5. Empowerment. 6. Communications in Customer Service. 7. Coping with Challenging Customers. 8. Motivation. 9. Leadership in Customer Service. 10. Customer Retention and Measurement of Satisfaction. 11. Delivering Customer Service to the Changing Marketplace. 12. Excellence in Customer Service. Glossary. Sources of Other Information. Index.show more

Rating details

30 ratings
3.7 out of 5 stars
5 40% (12)
4 27% (8)
3 7% (2)
2 17% (5)
1 10% (3)
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