ISBN 0131989375. Trade Paperback. Textbook. Fourth edition. Tight sound copy in very good condition with some underlining in red ink to the text, minor edgewear.

Seller Inventory # 99098767

Contact seller

Report this item

Bibliographic Details

Title: Customer Service: A Practical Approach Fourth Edition
Publisher: Pearson / Prentice Hall
Publication Date: 2007
ISBN 10: 0131989375
ISBN 13: 9780131989375
Binding: Paperback
Edition: Later Edition
Condition: Fair

About this title

Synopsis

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.

From the Back Cover

Customer Service: A Practical Approach 4e

by 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 quotes and the "Redi-Reference: card that anyone can use 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 now includes Quick Quizzes, Opportunities for Critical 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 Center
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 engagin 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 that 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.

Store Description

General used book store. 30 years in business. Large stock covering most fields. Specialities include Science fiction, Mysteries, Children's Books, Military, Transportation, Religion. Open seven days a week, 10 to 6.

Visit Seller's Storefront

Seller's business information

Tacoma Book Center
324 East 26th Street, Tacoma, WA, 98421, U.S.A.

Sale & Shipping Terms

Terms of Sale

ORDERING BOOKS : Since our internet stock is stored in a separate warehouse, email is a virtual
necessity for the initial inquiry. Please email orders using the Advanced Book Exchange order buttons.
If you use your own forms, we need the book number and book title to locate the book. If you
telephone first, please have our book inventory number and
title ready and please be prepared to call back later when we have had time to pull the book from
storage.

HOLDING BOOKS: After we confirm that a boo...

More Information

Shipping Terms

Orders usually ship within 2 business days. Shipping costs are based on books weighing 2.2 LB, or 1 KG. If your book order is heavy or oversized, we may contact you to let you know extra shipping is required. If shipped within the U.S. we automatically add delivery confirmation to insure your order has its best chance to get to you.

Shipping rates within U.S.A.

Shipping rates within U.S.A.
Order quantity	5 to 14 business days	3 to 6 business days
First item	US$ 5.50	US$ 18.00

Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.