Customer Service
Career Success Through Customer Satisfaction
2nd Edition
Published on 20. September 2000
Book
Paperback/Softback
223 pages
978-0-13-085959-4 (ISBN)
Description
For undergraduate courses in Customer Service, Human Relations, and Supervision offered by Marketing or Business Administration Departments.
This practical, real-world text presents the skills essential for success in customer service. It brings together a wealth of the best information from professional books and academic textbooks, and the authors broad consulting experience.
This practical, real-world text presents the skills essential for success in customer service. It brings together a wealth of the best information from professional books and academic textbooks, and the authors broad consulting experience.
More details
Edition
2nd edition
Language
English
Place of publication
United States
Publishing group
Pearson Education (US)
Target group
Professional and scholarly
Dimensions
Height: 230 mm
Width: 152 mm
Thickness: 11 mm
Weight
399 gr
ISBN-13
978-0-13-085959-4 (9780130859594)
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
New editions
Book
08/2004
3rd Edition
Pearson
€32.18
Article exhausted; check for reprint
Previous edition
Book
10/1997
Pearson
€49.51
Article exhausted; check for reprint
Content
1. Fostering Positive Attitudes.
2. Recognize and Deal with Customer Turnoffs.
3. Deal with Dissatisfied Customers.
4. Exceed Customer Expectations.
5. Use Behaviors That Win Customer Loyalty.
6. Get Others to Give Great Service.
7. Apply Winning Telephone, E-mail, and Website Techniques.
8. Use Written Messages.
9. Understanding the One-to-One Customer Future.
Appendix: How to Lead or Participate in an E-Plus Idea-Generating Meeting.
Index.
2. Recognize and Deal with Customer Turnoffs.
3. Deal with Dissatisfied Customers.
4. Exceed Customer Expectations.
5. Use Behaviors That Win Customer Loyalty.
6. Get Others to Give Great Service.
7. Apply Winning Telephone, E-mail, and Website Techniques.
8. Use Written Messages.
9. Understanding the One-to-One Customer Future.
Appendix: How to Lead or Participate in an E-Plus Idea-Generating Meeting.
Index.