Customer Service
Career Success Through Customer Satisfaction (NetEffect Series)
3rd Edition
Published on 5. August 2004
Book
Paperback/Softback
240 pages
978-0-13-177996-9 (ISBN)
Description
For undergraduate courses in Customer Service, Customer Relations, and Human Relations.
Continuing the tradition as a best-seller, this book ties together the best information from trade books and textbooks, and then adds a clear and usable process for developing the kinds of skills, attitudes, and thinking patterns needed to win customer loyalty in any occupation. Students will be exposed to methods of improving customer loyalty through written messages, telephone techniques, and building websites. The third edition includes all forms of current technology to make this the most up-to-date text on the market.
Also available from Paul Timm: Technology and Customer Service (ISBN: 0-13-098990-8) (copyright 2005)
Continuing the tradition as a best-seller, this book ties together the best information from trade books and textbooks, and then adds a clear and usable process for developing the kinds of skills, attitudes, and thinking patterns needed to win customer loyalty in any occupation. Students will be exposed to methods of improving customer loyalty through written messages, telephone techniques, and building websites. The third edition includes all forms of current technology to make this the most up-to-date text on the market.
Also available from Paul Timm: Technology and Customer Service (ISBN: 0-13-098990-8) (copyright 2005)
More details
Edition
3rd edition
Language
English
Place of publication
United States
Publishing group
Pearson Education (US)
Target group
Professional and scholarly
Dimensions
Height: 234 mm
Width: 178 mm
Thickness: 13 mm
Weight
390 gr
ISBN-13
978-0-13-177996-9 (9780131779969)
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
03/2007
4th Edition
Pearson
€45.79
Article exhausted; check for reprint
Previous edition
Book
09/2000
2nd Edition
Pearson
€23.51
Article exhausted; check for reprint
Content
1. Foster 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. Apply Winning Telephone Techniques.
7. Use Web Sites to Build Customer Loyalty.
8. Use Written Messages to Boost Customer Satisfaction and Loyalty.
9. Get Others to Give Great Service.
10. Understand the Future of Customer Loyalty.
Appendix: How to Lead or Participate in an A-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. Apply Winning Telephone Techniques.
7. Use Web Sites to Build Customer Loyalty.
8. Use Written Messages to Boost Customer Satisfaction and Loyalty.
9. Get Others to Give Great Service.
10. Understand the Future of Customer Loyalty.
Appendix: How to Lead or Participate in an A-Plus Idea-Generating Meeting.
Index.