Customer Service: A Practical Approach [Paperback]

Elaine K. Harris (Author)

Book Description

ISBN-10: 0130978531 | ISBN-13: 978-0130978530 | Publication Date: July 5, 2002 | Edition: 3

For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles. Tackling important issues facing customer service providers and customer service managers today, this straightforward, easy-to-read text provides students 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 that lead to the successful implementation of customer service. A #1 training and reference resource for numerous companies, the text's unique approach unfolds the dynamics of the customer service industry while providing exercises to develop the fundamental skills necessary to compete in it. It places a special emphasis on self-assessment and the mastery of the skills that together provide tangible evidence of individual and corporate productivity.

Editorial Reviews

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

Customer Service: A Practical Approach 4e

Elaine K. Harris

 

Today's customer service providers and managers are more important than ever to a company's bottom line.  Customer Service: A Practical Approach 4e was created to meet the growing need for qualified customer service professionals.  This practical text-workbook focuses on the skills and strategies needed to build and maintain customer service excellence.

 

This revision retains popular features from the previous edition like "Remember This" chapter opening quoates and the "Redi-Reference" card that anyone can ise while on the job.  Based on reviewer and user recommendations, the following new features are incorporated in this revision:

 

NEW - Assignment material has doubled!  Each chapter new includes Quick Quizzes, Opportunities for Criticial Thinking, and Skill Building and Challenge Exercises.

 

NEW - Key terms are highlighted in the chapter margins when first covered and are listed and defined at the end of each chapter.

 

NEW - Team Time and Job Link boxes in each chapter provide additional discussion and group activities.

 

NEW - Chapter 11 Technology and Customer Service is significantly updated to include:

• Foreign Call Centers
• Updated Automatic Call Systems
• Online Bill Paying
• Online Conferencing
• Internet Telephony

Praise for Customer Service: A Practical Approach 4e:

 

"I believe in this author.  She has a lot to say and great experience to back it up which makes for an engaging read."

Barbara Van Syckle, Jackson Community College, MI

 

"The writing is very good.  The material is written at a level that is very appropriate for our students, and I feel our students do like the readability of the text."

Pat D. Tadlock, Horry-Georgetown Technical College, SC

 

Visit www.prenhall.com/harris for online support and additional resources.

 

 

 

 

See all Editorial Reviews

Product Details

• Paperback: 308 pages
• Publisher: Prentice Hall; 3 edition (July 5, 2002)
• Language: English
• ISBN-10: 0130978531
• ISBN-13: 978-0130978530
• Product Dimensions: 9.8 x 8 x 0.4 inches
• Shipping Weight: 10.6 ounces
• Average Customer Review: 5.0 out of 5 stars  See all reviews (5 customer reviews)
• Amazon Best Sellers Rank: #1,845,393 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

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, December 7, 1999

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!, January 4, 2011

By 

kcatalfano - See all my reviews

Amazon Verified Purchase

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:

5.0 out of 5 stars 100% Satisfied, October 9, 2011

By 

Ange Diaz - See all my reviews

Amazon Verified Purchase

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!