Customer Service
Career Success Through Customer Loyalty
5th Edition
Published on 3. January 2010
Book
Paperback/Softback
264 pages
978-0-13-506397-2 (ISBN)
Description
Customer Service: Career Success through Customer Loyalty, 5e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition is reorganized so it is easy to see how key concepts fit together. New information is included on internal customers, emerging technologies, and stress-reducing techniques. Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that exceeds customer expectations and creates loyalty and success.
More details
Edition
5th edition
Language
English
Place of publication
United States
Publishing group
Pearson Education (US)
Target group
College/higher education
Dimensions
Height: 254 mm
Width: 203 mm
Weight
479 gr
ISBN-13
978-0-13-506397-2 (9780135063972)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
Other editions
New editions
Paul Timm | Paul R. Timm
Customer Service: Career Success Through Customer Loyalty
Career Success Through Customer Loyalty
Book
07/2013
6th Edition
Pearson
€163.99
Shipment within 15-20 days
Previous edition
Book
03/2007
4th Edition
Pearson
€45.79
Article exhausted; check for reprint
Content
1. Know Why Service Matters PART 1: LITTLE THINGS2. Use Behaviors That Engage Your Customers3. Listen to Your Customer (a Big "little thing")4. Use the Telephone Well for Good Service5. Use Friendly Web Sites and Electronic Communication PART 2: INSIGHTS6. Recognize and Deal with Customer Turnoffs7. Insight into Emerging Trends in Customer Service PART 3: FEEDBACK8. Get Customer Feedback9. Recover the Potentially Lost Customer PART 4: EXPECTATIONS10. Exceed Customer Expectations with Value11. Exceed Customer Expectations with Information12. Exceed Customer Expectations with Convenience and Timing PART 5: LIVING LIFE13. Dealing with Emotional Labor14. Get Employees to Give Great Service