21st Century Business Customer Service

ISBN-10: 0538740280

ISBN-13: 9780538740289

Edition: 2nd 2011 (Student Manual, Study Guide, etc.)

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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 learning methods that integrate the use of supportive technology and creative problem solving approaches in today's business world. The Introduction to Business Learner Guide covers today's most relevant business topics such as how business has been affected by the global economic crisis and recovery as well as global environmental issues. The roles of marketing and human resources management are also incorporated into this Learner Guide.

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Book details

List price: $44.95
Edition: 2nd
Copyright year: 2011
Publisher: Cengage South-Western
Publication date: 1/8/2010
Binding: Paperback
Pages: 192
Size: 8.25" wide x 11.00" long x 0.25" tall
Weight: 0.792
Language: English

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
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