The market-leader, Customer Service: A Practical Approach, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using an organized and concise layout, 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 quick quizzes, job link activities, team building exercises, and expanded challenge projects. Focusing on problem solving, communication strategies and self-assessment, it transcends superficial elements and pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.
Customer Service: A Practical Approach (5th Edition)
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From the Publisher
In Customer Service: A Practical Approach, Harris develops (1) a thorough understanding of the customer service industry, (2) a working knowledge of current trends and the ability to interpret those trends, and (3) the fundamental abilities and strategies which lead to the successful implementation of customer service. The text's unique approach unfolds the dynamics of the customer service industry while providing exercises to develop the skills necessary to compete in it.
--This text refers to an out of print or unavailable edition of this title.
From the Back Cover
A #1 training and reference resources for companies nationwide, this informative guide provides users with (1) a thorough understanding of the customer service industry, (2) a working knowledge of current trends and the ability to interpret those trends, and (3) the fundamental abilities and strategies which lead to the successful implementation of customer service. Goes beyond providing reasons why customer service is important by defining proven methods for creating an environment that achieves excellence in customer service. Discusses such current issues as the rapid integration of technology and the multi-cultural marketplace, and emphasizes critical areas of skill-building essential to success, i.e., problem-solving and decision making, time management, human relations, leadership, and technology training. Discusses the changing marketplace; understanding the customer of the 21st century; embracing new technologies; call centers; customer service over the Internet; and enhancing service experiences and building customer loyalty. Offers new sections on reputation management, ethics in customer service, and understanding churn, and includes a perforated “Redi-reference card” at the end of the book containing highlights, key terms, and selected chapter illustrations. For customer service providers, business administrators, and marketing professionals.
--This text refers to an out of print or unavailable edition of this title.
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12 of 12 people found the following review helpful:
5.0 out of 5 stars
Even for those who don't like to learn about customer sevice,
By Katy Philips (Tulsa, OK) - See all my reviews
This review is from: Customer Service: A Practical Approach (Paperback)
i may sound a bit biased since she was my professor in college, but i thought this was one of the best textbooks that i have ever had! i am not going to sell it back 'cause i know it will come in handy in the future. i liked the fact that i wasn't being told that the "customer is always right" the entire book. instead i learned how to deal with the most difficult of customers! i have reccomended it to my boss and she will use it in training of new employees!
5.0 out of 5 stars
Very Great!,
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This review is from: Customer Service: A Practical Approach (5th Edition) (Paperback)
This book was a great purchase! Great deal for college students paying for their own books. The book was also in great condition, just as the seller said.
0 of 1 people found the following review helpful:
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This review is from: Customer Service: A Practical Approach (5th Edition) (Paperback)
It was my first second hand purchase here and I'm 100% Satisfied. Excellents prices, amazing value for money! I'm gonna recomended to all my relatives!
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