select a category on the left
X
search
select a category on the left
X
5th
EDITION
Hardback/ Paperback
Paperback / softback
$110.00

Customer Service Skills for Success

5th Edition
Publication Date: Jan 20, 2011
ISBN:0073397113 / 9780073397115
Language: English
This product will be shipped to you.
more info
Imprint: McGraw-Hill Humanities/Social Sciences/Languages Publisher: McGraw-Hill Education Dimensions: 10 X 8.1 Inches (US)
Main Description
Not the Same Old Customer Service Textbook

Customer Service: Skills for Success uses a variety of activities and example to gain and hold readers’ interest while providing additional insights into the concepts and skills related to customer service.

The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics.

The fifth edition of Customer Service: Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers and case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented. For users of previous editions, you will note a streamlined approach where we have combined material from several previous chapters. If you need the chapters on Time and Stress Management, they can be found on our Web site, www.mhhe.com/customerservice, along with many new activities, case studies, and other support material.

Part One – The Profession

Chapter 1 – Customer Service Profession

Chapter 2 – Contributing to the Service Culture

Part Two – Skills for Success

Chapter 3 – Verbal Communication Skills

Chapter 4 - Nonverbal Communication

Chapter 5 – Listening to the Customer

Part Three – Building and Maintaining Relationships

Chapter 6 – Customer Service and Behavior

Chapter 7 – Service Breakdowns and Service Recovery

Chapter 8 - Customer Service in a Diverse World

Chapter 9 – Customer Service via Technology

Chapter 10 – Encouraging Customer Loyalty

You have been signed out.