For undergraduate courses in Customer Service, Human Relations, and Supervision offered by Marketing or Business Administration Departments.
This practical, real-world text presents the skills essential for success in customer service. It brings together a wealth of the best information from professional books and academic textbooks, and the authors broad consulting experience.
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I’ve had the privilege of writing more than 30 books on a variety of topics dealing with challenges managers and career-oriented people deal with every day. My books on customer loyalty, human relations, management communication, and self-management have been translated into more than a dozen languages and sell worldwide. I have also written and appear in a series of videotape training programs produced by Jack Wilson & Associates (www.JWAvideo.com).
My writing is based on more than 30 years experience as a professor, trainer, consultant and entrepreneur. I have held positions with large companies (Xerox and Bell South) and have led small organizations such as Prime Learning, Inc. I also served in a helicopter company in the US Army in Vietnam.
For fun I run (marathons and triathlons), play golf, read, and enjoy observing the kinds of customer service people give–or, more often, fail to give.
I strongly believe that no arena offers as much opportunity for your professional advancement as does the field of customer service and loyalty. And with the skills taught in this book, you will greatly enhance your ability to build and sustain your greatest asset–your relationships with loyal, committed customers and employees–through exceptional service.From the Back Cover:
CUSTOMER SERVICE: CAREER SUCCESS THROUGH CUSTOMER SATISFACTION offers comprehensive skills-based training in developing positive attitudes.
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Book Description Prentice Hall, 2001. Paperback. Book Condition: New. 2nd. Bookseller Inventory # DADAX0130859591