The World of Customer Service
ISBN: 9780538730464 | 0538730463
Edition: 2ndFormat: Paperback
Publisher: Cengage Learning
Pub. Date: 3/22/2007
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With global markets growing more than ever, it is a major challenge for organizations to attract and retain customers. This practical text is designed to teach exemplary customer service tactics that are used in private or public, domestic or international organizations. Reflecting current concepts and tips, this text focuses on strategies for reaching company goals, dealing with problems and complaints, winning back customers, and creating loyal customers.
For continued customer loyalty, every member of an organiz... MORE
For continued customer loyalty, every member of an organiz... MORE
| The Customer Service Environment | |
| Introduction to Customer-Centric Service | |
| Serving a Diverse Population of Customers | |
| Customer Behavior, Customer Loyalty, and Exceptional Service | |
| Customer Service and Essential Personal Skills | |
| Attitude, Customer Rage, and Personal Approach with Customers | |
| Resolving Customer Conflicts and Complaints | |
| Recovery From and Winni... MORE | |
| Problem-Solving, Time, and Stress Management Service Skills | |
| Communication Skills For Customer Service | |
| Communication Essentials | |
| Customer Focused Listening Skills | |
| Nonverbal Communication, Dress, and Manners | |
| Effective Telephone Communication | |
| The Challenges of Customer Service | |
| The Impact of Globalization on Customer Service | |
| Using Technology to Better Serve Customers | |
| Managing, Training, and Rewarding Great Customer Service | |
| Table of Contents provided by Publisher. All Rights Reserved. |
