Customer Service: Pearson New International Edition PDF eBook
A Practical Approach
6th Edition
Published on 3. October 2013
208 pages
978-1-292-05350-9 (ISBN)
Description
For undergraduate courses in Customer Service, Training and Development, and Service Marketing, also as a supplement for a course in Marketing Principles. The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.
More details
Edition
6th edition
Language
English
Place of publication
Harlow
United Kingdom
Target group
College/higher education
ISBN-13
978-1-292-05350-9 (9781292053509)
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
Additional editions
Elaine Harris | Elaine K. Harris
Customer Service: Pearson New International Edition
A Practical Approach
Book
11/2013
6th Edition
Pearson Education Limited
€81.49
Shipment within 10-20 days
Content
- Cover
- Table of Contents
- 1. Glossary
- A
- B
- C
- D
- E
- F
- G
- H
- I
- J
- L
- M
- N
- O
- P
- R
- S
- T
- V
- W
- 2. What Is Customer Service?
- 3. The Challenges of Customer Service
- 4. Problem Solving
- 5. Strategy for Formulating a Plan for Success
- 6. Empowerment
- 7. Communications in Customer Service
- 8. Coping with Challenging Customers
- 9. Motivation
- 10. Leadership in Customer Service
- 11. Customer Retention and Measurement of Satisfaction
- 12. Technology and Customer Service
- 13. Excellence in Customer Service
- Index
- A
- B
- C
- D
- E
- F
- G
- H
- I
- J
- K
- L
- M
- N
- O
- P
- Q
- R
- S
- T
- U
- V
- W
- Y
