Customer Service: A Practical Approach

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9780130978530: Customer Service: A Practical Approach

For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles. Tackling important issues facing customer service providers and customer service managers today, this straightforward, easy-to-read text provides students 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 that lead to the successful implementation of customer service. A #1 training and reference resource for numerous companies, the text's unique approach unfolds the dynamics of the customer service industry while providing exercises to develop the fundamental skills necessary to compete in it. It places a special emphasis on self-assessment and the mastery of the skills that together provide tangible evidence of individual and corporate productivity.

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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.

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.

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