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Customer Service: Skills and Concepts for Success, Student Edition
ISBN: 9780078226335 | 0078226333
Edition: 2ndFormat: Paperback
Publisher: McGraw-Hill/Irwin
Pub. Date: 11/1/2000
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This revision of "Customer Service: Skills & Concepts for Success features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress.
| Preface | iv | ||||
| Acknowledgments | vii | ||||
| PART I The Profession | 1 | (66) | |||
| 2 | (30) | |||
| 32 | (35) | |||
| PART II Skills for Success | 67 | (288) | |||
| 69 | (32) | |||
| 101 | (36) | |||
| 137 | (38) | |||
| 175 | (35) | |||
| 210 | (36) | |||
| 246 | (37) | |||
| 283 | (36) | |||
| 319 | (36) | |||
| PART III Self-Help Skills | 355 | (61) | |||
| 356 | (35) | |||
| 391 | (25) | |||
| PART IV Enhancing Customer Relationships | 416 | (71) | |||
| 417 | (41) | |||
| 458 | (29) | |||
| PART V Customer Service for the Twenty-First Century | 487 | (20) | |||
| 488 | (19) | |||
| Appendixes | 507 | (4) | |||
| 507 | (2) | |||
| 509 | (2) | |||
| Glossary | 511 | (6) | |||
| Bibliography | 517 | (4) | |||
| Index | 521 |
