The world of customer service /
"Customers need to feel appreciated as well as having their issues heard and problems solved. [This book] teaches exemplary customer service practives used by professionals in a practical, easy-to-understand approach. The text ofcuses on strategies for understanding customer needs, dealing with...
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| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Mason, Ohio :
South-Western : Cengage Learning [distributor],
[2012]
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| Edition: | Third edition. |
| Subjects: |
Table of Contents:
- ch. 1. What is customer service
- ch. 2. The global customer
- ch. 3. Exceptional customer service
- ch. 4. Customer service strategy
- ch. 5. Critical workplace skills
- ch. 6. Problem solving
- ch. 7. Extreme customers and customer retention
- ch. 8. Managing customeer service
- ch. 9. Communication essentials
- ch. 10. Customer-Focused listening
- ch. 11. Nonverbal communication, dress, and manners
- ch. 12. Telephone and digital communication.