Customer service: a practical approach

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The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, 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 Ethics in Action exercises and coverage of the latest trends in the cust…

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Title Statements

Full title :Customer service : a practical approach / Elaine K. Harris.

Summary

Edition Statements

Publication Date:©2014.
Edition:6th edition, Pearson new international edition

Publication Statements

Publisher(s):Pearson
Place of Publication:Harlow, Essex
Language:eng
Publication Date:©2014.

The Physical Object

Description:1 online resource

Edition Identifiers

ISBN:9781292053509, 129205350X
oclc:ocn964650564
LC Classification:HF5415.5
Dewey Decimal:658.8/12

2. What Is Customer Service? 3. The Challenges of Customer Service 4. Problem Solving 5. Strategy for Formulating a Plan for Success 6. Empowerment 7. Communications in Customer Service 8. Coping with Challenging Customers 9. Motivation 10. Leadership in Customer Service 11. Customer Retention and Measurement of Satisfaction 12. Technology and Customer Service

Subjects