Customer Service: A Practical Approach - Softcover

Elaine K. Harris

Softcover

ISBN 10: 0130978531 ISBN 13: 9780130978530

Publisher: Prentice Hall, 2002

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.

About this title

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.

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.

 

 

 

 

Edition details

• Publisher: Prentice Hall
• Publication date: 2002
• Language: English
• ISBN 10: 0130978531
• ISBN 13: 9780130978530
• Binding: Paperback
• Edition number: 3
• Number of pages: 308