World of Customer Service

Name: World of Customer Service
Price: 9.85 USD
Availability: InStock
ISBN: 9780538730464

ISBN-10: 0538730463

ISBN-13: 9780538730464

Edition: 2nd 2008 (Revised)

Authors: Pattie Gibson-Odgers, Pasewark

List price: $140.95

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For continued customer loyalty, every member of an organization needs to be involved in delivering excellent customer service. The World of Customer Service 2E teaches exemplary customer service tactics used by professionals in all types of organizations. Reflecting current concepts and tips, this practical text focuses on strategies for reaching company goals, dealing with problems and complaints, winning back customers, and creating loyal customers. It emphasizes the importance of effective communication and collaboration techniques with a wide range of customer-focused activities.

Book details

List price: $140.95
Edition: 2nd
Copyright year: 2008
Publisher: Cengage South-Western
Publication date: 3/22/2007
Binding: Paperback
Pages: 224
Size: 8.50" wide x 11.00" long x 0.50" tall
Weight: 1.100
Language: English




The Customer Service Environment



Introduction to Customer-Centric Service



Serving a Diverse Population of Customers



Customer Behavior, Customer Loyalty, and Exceptional Service



Customer Service and Essential Personal Skills



Attitude, Customer Rage, and Personal Approach with Customers



Resolving Customer Conflicts and Complaints



Recovery From and Winning Back the Angry Customer



Problem-Solving, Time, and Stress Management Service Skills



Communication Skills For Customer Service



Communication Essentials



Customer Focused Listening Skills



Nonverbal Communication, Dress, and Manners



Effective Telephone Communication



The Challenges of Customer Service



The Impact of Globalization on Customer Service



Using Technology to Better Serve Customers



Managing, Training, and Rewarding Great Customer Service