Authors: Elaine K. Harris
ISBN-13: 9780135064337, ISBN-10: 0135064333
Format: Paperback
Publisher: Prentice Hall
Date Published: July 2009
Edition: 5th Edition
The market-leader, Customer Service: A Practical Approach, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using an organized and concise layout, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new quick quizzes, job link activities, team building exercises, and expanded challenge projects. Focusing on problem solving, communication strategies and self-assessment, it transcends superficial elements and pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.
Ch. 1 | What is customer service? | 1 |
Ch. 2 | The challenges of customer service | 14 |
Ch. 3 | Problem solving | 29 |
Ch. 4 | Strategy for formulating a plan for success | 51 |
Ch. 5 | Empowerment | 63 |
Ch. 6 | Communications in customer service | 72 |
Ch. 7 | Coping with challenging customers | 87 |
Ch. 8 | Motivation | 104 |
Ch. 9 | Leadership in customer service | 119 |
Ch. 10 | Customer retention and measurement of satisfaction | 136 |
Ch. 11 | Technology and customer service | 150 |
Ch. 12 | Excellence in customer service | 162 |