Customer Service: Career Success through Customer Loyalty, 5e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition is reorganized so it is easy to see how key concepts fit together. New information is included on internal customers, emerging technologies, and stress-reducing techniques. Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that exceeds customer expectations and creates loyalty and success.
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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 Pearson. PAPERBACK. Book Condition: New. 0135063973 Ships promptly from Texas. Bookseller Inventory # HGT3731.2ECGG012017H1261
Book Description Pearson, 2010. Paperback. Book Condition: New. book. Bookseller Inventory # 0135063973
Book Description Prentice Hall, 2010. Paperback. Book Condition: New. 5. Bookseller Inventory # DADAX0135063973
Book Description Book Condition: Brand New. Book Condition: Brand New. Bookseller Inventory # 97801350639721.0
Book Description Pearson, 2010. Paperback. Book Condition: New. Bookseller Inventory # P110135063973