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, itcovers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features arevised 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. INDICE: 1. What is Customer Service? 2. The Challenges of Customer Service 3. Problem Solving 4. Strategy for Formulating a Plan for Success 5. Empowerment 6. Communications in Customer Service 7. Coping with Challenging Customers 8. Motivation 9. Leadership in Customer Service 10. Customer Retention and Measurement of Satisfaction 11. Technology and Customer Service 12. Excellencein Customer Service
- ISBN: 978-0-13-510931-1
- Editorial: Pearson/Prentice Hall
- Encuadernacion: Rústica
- Páginas: 192
- Fecha Publicación: 01/08/2009
- Nº Volúmenes: 1
- Idioma: Inglés