Customer Service: A Practical Approach by Elaine K. HarrisCustomer Service: A Practical Approach by Elaine K. Harris

Customer Service: A Practical Approach

byElaine K. Harris

Paperback | January 5, 2012

Pricing and Purchase Info

$114.21 online 
$119.55 list price
Earn 571 plum® points
Quantity:

Ships within 1-2 weeks

Ships free on orders over $25

Not available in stores

about

The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.

Title:Customer Service: A Practical ApproachFormat:PaperbackDimensions:192 pages, 9.9 × 7.8 × 0.9 inPublished:January 5, 2012Publisher:Pearson EducationLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:013274239X

ISBN - 13:9780132742399

Reviews

Table of Contents

1.      What is Customer Service?

2.      The Challenges of Customer Service

3.      Problem Solving

4.      Strategy for 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.  Technology and Customer Service

12.  Excellence in Customer Service