FREE SHIPPING BOTH WAYS
ON EVERY ORDER!
LIST PRICE:
$42.00
Sorry, this item is currently unavailable.
Customer Service : A Practical Approach
ISBN: 9780134364605 | 0134364600
Format: PaperbackPublisher: Prentice-Hall, Incorporated
Pub. Date: 12/1/1995
Why Rent from Knetbooks?
Because Knetbooks knows college students. Our rental program is designed to save you time and money. Whether you need a textbook for a semester, quarter or even a summer session, we have an option for you. Simply select a rental period, enter your information and your book will be on its way!
Top 5 reasons to order all your textbooks from Knetbooks:
- We have the lowest prices on thousands of popular textbooks
- Free shipping both ways on ALL orders
- Most orders ship within 48 hours
- Need your book longer than expected? Extending your rental is simple
- Our customer support team is always here to help
Tackling important issues facing customer service providers and customer service managers today, this straightforward, easy-to-read book provides readers 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 book'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. Chapter topics discuss what customer service is, its challenges, problem solving, strategy and formulating a plan for success, empowerment, communications in customer service, coping with challenging customers, motivation, leadership in customer service, customer retention and measurement of satisfaction, delivering customer service to the changing marketplace, and excellence in customer service. For customer service representatives and managers.
| What Is Customer Service? | |
| The Challenges of Customer Service | |
| Problem Solving | |
| Strategy and Formulating a Plan for Success | |
| Empowerment | |
| Communications in Customer Service | |
| Coping with Challenging Customers | |
| Motivation | |
| Leadership in Customer Service | |
| Customer Retention and Measurement of Satisfaction | ... MORE |
| Delivering Customer Service to the Changing Marketplace | |
| Excellence in Customer Service | |
| Glossary | |
| Sources of Other Information | |
| Index | |
| Table of Contents provided by Publisher. All Rights Reserved. |
