Customer Service

Customer Service : Career Success Through Customer Satisfaction

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For undergraduate courses in Customer Service, Human Relations, and Supervision offered by Marketing or Business Administration Departments. This practical, real-world text presents the skills essential for success in customer service. It brings together a wealth of the best information from professional books and academic textbooks, and the authors broad consulting more

Product details

  • Paperback | 223 pages
  • 152.7 x 228.9 x 16.8mm | 381.02g
  • Pearson Education (US)
  • Pearson
  • United States
  • English
  • 2nd edition
  • 0130859591
  • 9780130859594

Table of contents

1. Fostering Positive Attitudes. 2. Recognize and Deal with Customer Turnoffs. 3. Deal with Dissatisfied Customers. 4. Exceed Customer Expectations. 5. Use Behaviors That Win Customer Loyalty. 6. Get Others to Give Great Service. 7. Apply Winning Telephone, E-mail, and Website Techniques. 8. Use Written Messages. 9. Understanding the One-to-One Customer Future. Appendix: How to Lead or Participate in an E-Plus Idea-Generating Meeting. more

Rating details

4 ratings
3.5 out of 5 stars
5 25% (1)
4 50% (2)
3 0% (0)
2 0% (0)
1 25% (1)
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