Customer Service
Skills and Concepts for Success
3rd Edition
Published on 1. July 2004
Book
Paperback/Softback
544 pages
978-0-07-111292-5 (ISBN)
Description
This book features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.
More details
Edition
3rd Revised edition
Language
English
Place of publication
London
United States
Publishing group
McGraw-Hill Education - Europe
Target group
College/higher education
Edition type
Revised edition
Dimensions
Height: 279 mm
Width: 203 mm
Thickness: 15 mm
Weight
544 gr
ISBN-13
978-0-07-111292-5 (9780071112925)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Previous edition
Book
12/1995
McGraw-Hill Education (ISE Editions)
€28.46
Article exhausted; check for reprint
Content
Part I: The Profession. Chapter 1 What Is Customer Service? Chapter 2 Contributing to the Service Culture. Part II: Skills for Success. Chapter 3 Positive Verbal Communication. Chapter 4 Nonverbal Communication in Customer Service. Chapter 5 Listening to the Customer. Chapter 6 Customer Service and Behavior. Chapter 7 Customer Service via Technology. Chapter 8 Handling Difficult Customer Encounters. Chapter 9 Customer Service in a Diverse World. Part III: Self-Help Skills. Chapter 10 Managing Your Stress. Chapter 11 Managing Your Time. Chapter 12 Encouraging Customer Loyalty. Chapter 13 Service Recovery. Chapter 14 Focusing on the Future.