Softcover

ISBN 10: 013028341X ISBN 13: 9780130283412

Publisher: Pearson, 2003

For courses in Customer Service, Marketing Principles in two-year vocational/technical schools, and related classes in Business Education.

This unique text uses a model with customers at its center, integrating an organization's service philosophy and strategy, its systems, and its people-management policies that enable it to succeed in the 21st century business environment. With its comprehensive coverage of customer service communication “best practices,”Customer Service” provides innovative concepts and techniques appropriate for both experienced and entry-level customer service providers.

About the Author:

Anne Swartzlander brings to this title a range of professional and teaching experience. She brings decades of experience in management, business development, research, and retail sales.

Dr. Swartzlander has her Ph.D. from Ohio State University in Consumer Economics. She has taught at several major universities including the University of Georgia and the University of Tennessee. She was recently nominated for the American Marketing Association's Distinguished Marketing Professor award.

From the Back Cover:

Exceptional customer service leads to customer loyalty and retention and, ultimately, to organizational success. It happens whenever, wherever and however customers interact with the organization.

Strategy, Systems and People topics are presented in a manner that allows the reader to share experience, broaden perspectives and supplement existing skills.

Research and expert commentary substantiate and demonstrate the effects that make a difference to any organizations bottom line.