The World of Customer Service
ISBN: 9780538726689 | 0538726687
Edition: 1stFormat: Paperback
Publisher: Cengage Learning
Pub. Date: 1/7/2003
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With global markets more crowded than ever, it is a major challenge for organizations to attract and retain customers due to the competition they are faced with. This text is designed to teach exemplary customer service thinking in public or private, domestic or international organizations and is written in a practical, common sense manner reflecting current customer service concepts and hints.
| PART 1 THE CUSTOMER SERVICE ENVIRONMENT | 1 | (32) | |||
| 2 | (3) | |||
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| 5 | (14) | |||
| 19 | (14) | |||
| PART 2 CUSTOMER SERVICE AND ESSENTIAL PERSONAL SKILLS | 33 | (58) | |||
| 34 | (3) | |||
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| 37 | (12) | |||
| 49 | (14) | |||
| 63 | (12) | |||
| 75 | (16) | |||
| PART 3 ESSENTIAL COMMUNICATION SERVICE SKILLS | 91 | (68) | |||
| 92 | (3) | |||
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| 95 | (16) | |||
| 111 | (16) | |||
| 127 | (16) | |||
| 143 | (16) | |||
| PART 4 THE FUTURE OF CUSTOMER SERVICE IN A CONNECTED WORLD | 159 | (30) | |||
| 160 | (3) | |||
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| 163 | (14) | |||
| 177 | (12) | |||
| 189 |
