Items related to Customer Service: A Practical Approach
Synopsis
The text's unique approach unfolds the dynamics of the customer service industry while providing exercises to develop the skill necessary to compete in it. A #1 training and reference resource for numerous companies. Softcover.
"synopsis" may belong to another edition of this title.
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.
From the Back Cover
Customer Service: A Practical Approach 4e
Elaine K. Harris
Today's customer service providers and managers are more important than ever to a company's bottom line. Customer Service: A Practical Approach 4e was created to meet the growing need for qualified customer service professionals. This practical text-workbook focuses on the skills and strategies needed to build and maintain customer service excellence.
This revision retains popular features from the previous edition like "Remember This" chapter opening quoates and the "Redi-Reference" card that anyone can ise while on the job. Based on reviewer and user recommendations, the following new features are incorporated in this revision:
NEW - Assignment material has doubled! Each chapter new includes Quick Quizzes, Opportunities for Criticial Thinking, and Skill Building and Challenge Exercises.
NEW - Key terms are highlighted in the chapter margins when first covered and are listed and defined at the end of each chapter.
NEW - Team Time and Job Link boxes in each chapter provide additional discussion and group activities.
NEW - Chapter 11 Technology and Customer Service is significantly updated to include:
- Foreign Call Centers
- Updated Automatic Call Systems
- Online Bill Paying
- Online Conferencing
- Internet Telephony
Praise for Customer Service: A Practical Approach 4e:
"I believe in this author. She has a lot to say and great experience to back it up which makes for an engaging read."
Barbara Van Syckle, Jackson Community College, MI
"The writing is very good. The material is written at a level that is very appropriate for our students, and I feel our students do like the readability of the text."
Pat D. Tadlock, Horry-Georgetown Technical College, SC
Visit www.prenhall.com/harris for online support and additional resources.
"About this title" may belong to another edition of this title.
- PublisherPrentice Hall
- Publication date2002
- ISBN 10 0130978531
- ISBN 13 9780130978530
- BindingPaperback
- LanguageEnglish
- Edition number3
- Number of pages308
- Rating
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Softcover. Condition: Neu. Neu -Important issues face customer service providers and customer service managers today. A #1 training and reference resource für numerous companies, the text's unique approach unfolds the dynamics of the customer service industry. It places a special emphasis on self-assessment and the mastery of the skills that together provide tangible evidence of individual and corporate productivity. 164 pp. Englisch. Seller Inventory # INF1000000802
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Customer Service: A Practical Approach
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Prentice Hall College Div, 2002
ISBN 10: 0130978531
ISBN 13: 9780130978530
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