Customer service : a practical approach / Elaine K. Harris.
Material type: TextPublication details: Upper Saddle River, N.J. : Prentice Hall, c2000.Edition: 2nd edDescription: xii, 148 p. : ill. ; 26 cmISBN:- 0130826650
- 658.812 HAR
Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|
Standard Loan | Moylish Library Main Collection | 658.812 HAR (Browse shelf(Opens below)) | 1 | Available | 39002000208406 |
Enhanced descriptions from Syndetics:
Tackling important issues facing customer service providers and customer service managers today, this straightforward, easy-to-read text provides students with: (1) a thorough understanding of the customer service industry, (2) a working knowledge of current trends and the ability to interpret those trends, and (3) the fundamental abilities and strategies that lead to the successful implementation of customer service. A no.1 training and reference resource for numerous companies, the text's unique approach unfolds the dynamics of the customer service industry while providing exercises to develop the fundamental skills necessary to compete in it. It places a special emphasis on self-assessment and the mastery of the skills that together provide tangible evidence of individual and corporate productivity. For undergraduate courses in Customer Service or Service Marketing; also as a supplement for a course in Marketing Principles. *NEW - Redi-reference card - Attaches a stock card at the end of the book that contains highlights, key terms, and some illustrations from each chapter; perforated for easy removal *NEW - Delivering Customer Service to the Changing Marketplace - Includes disc
Includes bibliographical references (p. 146) and index.
Table of contents provided by Syndetics
- 1 What Is Customer Service?
- 2 The Challenges of Customer Service
- 3 Problem Solving
- 4 Strategy and Formulating a Plan for Success
- 5 Empowerment
- 6 Communications in Customer Service
- 7 Coping with Challenging Customers
- 8 Motivation
- 9 Leadership in Customer Service
- 10 Customer Retention and Measurement of Satisfaction
- 11 Delivering Customer Service to the Changing Marketplace
- 12 Excellence in Customer Service
- Glossary
- Sources of Other Information
- Index