For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles.

The market-leader, Customer Service: A Practical Approach, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using an organized and concise layout, 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 quick quizzes, job link activities, team building exercises, and expanded challenge projects. Focusing on problem solving, communication strategies and self-assessment, it transcends superficial elements and pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.

In Customer Service: A Practical Approach, Harris develops:

(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 which lead to the successful implementation of customer service.

The text's unique approach unfolds the dynamics of the customer service industry while providing exercises to develop the skills necessary to compete in it.