World of Customer Service

ISBN-10: 0538730463

ISBN-13: 9780538730464

Edition: 2nd 2008 (Revised)

Authors: Pattie Gibson-Odgers, Pasewark

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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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
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