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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.
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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.
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Customer Service: A Practical Approach
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Customer Service: A Practical Approach
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Customer Service - A Practical Approach - Sixth Edition
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Pearson (2013), Boston, 2013
ISBN 10: 013274239X
ISBN 13: 9780132742399
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Softcover. Condición: Very Good+. Estado de la sobrecubierta: No Dust Jacket. No signatures. ; Sixth edition. xv, [1], 175, [1 (blank)] pages. Page dimensions: 254 x 204mm. "Customer service is an integral part of doing business today. Today's customer service providers must have adequate preparation to interactive effectively with today's customers. This preparation does not magically appear. It is the result of a commitment to increased understanding of the customer srevice industry, the knowledge of customer trends, the ability to interpret those trends, and the development of the fundamental skills necessary to achieve excellence." - from the Preface, page ix. Nº de ref. del artículo: 23475
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