Customer Service
Skills and Concepts for Business
Published on 1. December 1995
Book
Paperback/Softback
200 pages
978-0-07-114990-7 (ISBN)
Description
Focusing on customer service, this text aims to teach trends in business towards a service culture. It covers: creating service excellence; encouraging loyalty; how to deal with difficult customers; and how to recover and retain customers. Case studies and case questions are based on realistic business situations.
More details
Language
English
Place of publication
London
United Kingdom
Publishing group
McGraw-Hill Education - Europe
Target group
College/higher education
Dimensions
Height: 230 mm
Weight
5800 gr
ISBN-13
978-0-07-114990-7 (9780071149907)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
Other editions
New editions
Book
07/2004
3rd Edition
McGraw Hill Higher Education
€29.70
No shipping information available
Content
Recognizing customer service; developing a service culture; customer service in a diverse business environment; identifying with customers; listening; verbal and nonverbal communication; the diverse customer service; dealing with difficult people; telephone customer service; dealing with difficult people; service recovery; focusing on the future.