Customer Service: A Practical Approach

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9780130826657: Customer Service: A Practical Approach

A #1 training and reference resources for companies nationwide, this informative guide provides users 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 which lead to the successful implementation of customer service. Goes beyond providing reasons why customer service is important by defining proven methods for creating an environment that achieves excellence in customer service. Discusses such current issues as the rapid integration of technology and the multi-cultural marketplace, and emphasizes critical areas of skill-building essential to success, i.e., problem-solving and decision making, time management, human relations, leadership, and technology training. Discusses the changing marketplace; understanding the customer of the 21st century; embracing new technologies; call centers; customer service over the Internet; and enhancing service experiences and building customer loyalty. Offers new sections on reputation management, ethics in customer service, and understanding churn, and includes a perforated “Redi-reference card” at the end of the book containing highlights, key terms, and selected chapter illustrations. For customer service providers, business administrators, and marketing professionals.

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From the Publisher:

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.

About the Author:

Elaine Harris grew up in Bartlesville, Oklahoma, and graduated from the University of Oklahoma with a Bachelor of Science in Arts and Sciences, majoring in Fashion Merchandising. The following year she graduated from the University of Central Oklahoma with her Master of Education degree in Adult and Secondary Education, majoring in Marketing Education.

Elaine has extensive experience in retail and retail management and began her teaching experience at Oklahoma Junior College in Tulsa, Oklahoma. In 1988 she began teaching Marketing and Fashion Merchandising at Tulsa Junior College in Tulsa, Oklahoma. The Tulsa marketplace began to attract jobs in the area of customer service and saw numerous call centers open for business. Elaine researched and created, with industry support, the Customer Service Program at Tulsa Community College. This program has assisted in the training of hundreds of customer-focused employees in the Tulsa metropolitan area. Elaine has served on several city and regional task forces to identify the training needs and to develop appropriate training to meet the growing customer service employee needs. Elaine currently serves as a consultant and is a frequent guest speaker and trainer in the areas of customer service and marketing throughout the region.

When she is not occupied with writing or consulting, Elaine stays busy with her two young children. She is also an encourager to her husband in his growing telecommunications management consulting business, Beacon Telecommunication Advisors, LLC.

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