Customer Service
Career Success Through Customer Satisfaction
Published on 28. October 1997
Book
Paperback/Softback
224 pages
978-0-13-576695-8 (ISBN)
Description
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 author's broad consulting experience.
More details
Language
English
Place of publication
United States
Publishing group
Pearson Education (US)
Target group
Professional and scholarly
Dimensions
Height: 230 mm
Width: 154 mm
Thickness: 12 mm
Weight
273 gr
ISBN-13
978-0-13-576695-8 (9780135766958)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
Other editions
New editions
Book
09/2000
2nd Edition
Pearson
€23.51
Article exhausted; check for reprint
Content
I. AWARENESS OF THE PROCESS. 1. The Role of Customer Service in Your Success. 2. The Customer Keeps the Score. II. TOOLS OF THE PROCESS. 3. Dealing with Dissatisfied Customers. 4. The Power of Expectations Exceeded. 5. The Behaviors that Win Customer Loyalty. III. LEADING, EXPANDING, AND EMPOWERING THE PROCESS. 6. The Role of the Supervisor, Manager, or Leader. IV. SKILL BUILDERS FOR PROFESSIONAL SUCCESS. 7. Winning Telephone Techniques. 8. Written Communication for Customer Service. V. THE FUTURE OF THE PROCESS. 9. The One-to-One Customer Future.