21st Century Business: Customer Service, Student Edition

Name: 21st Century Business: Customer Service, Student Edition
Price: 8.28 USD
Availability: InStock
ISBN: 9780538740289

ISBN-10: 0538740280

ISBN-13: 9780538740289

Edition: 2nd 2011

Authors: Career Solutions Training Group

List price: $51.95

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Description:

The 21ST CENTURY BUSINESS SERIES is an innovative instructional program providing instructors with the greatest flexibility to deliver business content using a modular format. Instructors can create their own business courses by combining several Learner Guides in the Series to form one-semester or two-semester courses. The individual Learner Guides can also be used as enhancements to more traditional business courses or to tailor new courses to meet emerging needs. The design and content of each Learner Guide in the 21ST CENTURY BUSINESS SERIES is engaging yet easy for students to use. The content focuses on providing opportunities for applying 21st skills while enabling innovative…

Book details

List price: $51.95
Edition: 2nd
Copyright year: 2011
Publisher: Cengage South-Western
Publication date: 1/8/2010
Binding: Paperback
Pages: 192
Size: 8.54" wide x 11.02" long x 0.35" tall
Weight: 0.792




Importance of Customer Service


The Service Advantage


The Customer's View


Customer Loyalty



Customer Needs and Wants


Identify Customers


Discover Customers' Needs


Respond Effectively



Interact with Customers


Communicate Face-to-Face


Service by Telephone


Written Interaction



Support Customer Service


Develop a Partnership


Solve the Customer's Problem


Exceed Expectations



Handle Difficult Situations


Soothe Upset Customers


Overcome Sales Resistance


Manage Stress



Build Customer Relationships


Provide Exceptional Service


Company Loyalty Efforts


Value of Teamwork