World of Customer Service
Edition: 2nd 2008 (Revised)
List price: $140.95
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Description: 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.
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All the information you need in one place! Each Study Brief is a summary of one specific subject; facts, figures, and explanations to help you learn faster.
List price: $140.95
Copyright year: 2008
Publisher: Cengage South-Western
Publication date: 3/22/2007
Size: 8.50" wide x 11.00" long x 0.50" tall
|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|
|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|