The market-leader, Customer Service: A Practical Approach, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using an organized and concise layout, 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 quick quizzes, job link activities, team building exercises, and expanded challenge projects. Focusing on problem solving, communication strategies and self-assessment, it transcends superficial elements and pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.
"synopsis" may belong to another edition of this title.
In Customer Service: A Practical Approach, Harris develops (1) a thorough understanding of the customer service industry, (2) a working knowledge of current trends and the ability to interpret those trends, and (3) the fundamental abilities and strategies which lead to the successful implementation of customer service. The text's unique approach unfolds the dynamics of the customer service industry while providing exercises to develop the skills necessary to compete in it.From the Back Cover:
Customer Service: A Practical Approach 4e
by Elaine K. Harris
Today's customer service providers and managers are more important than ever to a company's bottom line. Customer Service: A Practical Approach 4e was created to meet the growing need for qualified customer service professionals. This practical text-workbook focuses on the skills and strategies needed to build and maintain customer service excellence.
This revision retains popular features from the previous edition like "Remember This" chapter opening quotes and the "Redi-Reference: card that anyone can use while on the job. Based on reviewer and user recommendations, the following new features are incorporated in this revision:
NEW - Assignment material has doubled! Each chapter now includes Quick Quizzes, Opportunities for Critical Thinking, and Skill Building and Challenge Exercises.
NEW - Key Terms are highlighted in the chapter margins when first covered and are listed and defined at the end of each chapter.
NEW - Team Time and Job Link boxes in each chapter provide additional discussion and group activities.
NEW - Chapter 11 Technology and Customer Service is significantly updated to include:
Praise for Customer Service: A Practical Approach 4e:
"I believe in this author. She has a lot to say and great experience to back it up which makes for an engagin read."
Barbara Van Syckle, Jackson Community College, MI
"The writing is very good. The material is written at a level that is very appropriate for our students, and I feel that our students do like the readability of the text."
Pat D. Tadlock, Horry-Georgetown Technical College, SC
Visit www.prenhall.com/harris for online support and additional resources.
"About this title" may belong to another edition of this title.
Book Description PIE (PS), 2009. Book Condition: Brand New. International Edition. Softcover. This is a Brand New Textbook Wrapped MINT in the plastic. Ship from Multiple Locations, including Malaysia, Singapore, and Thailand. Shipping should take from 3-4 business days within US, Canada, UK, and other EU countries, 2-3 business days within Australia, Japan, and Singapore; for faster processing time, please choose to ship with Expedite. Thank you for looking! [9311PSCustomeSerHarris5th]. Bookseller Inventory # 013506433300080
Book Description Prentice Hall, 2009. Paperback. Book Condition: New. 5. Bookseller Inventory # DADAX0135064333
Book Description Prentice Hall, 2009. Paperback. Book Condition: New. book. Bookseller Inventory # M0135064333
Book Description Book Condition: Brand New. This is INTERNATIONAL EDITION, Brand New, 5 edition, , , Softcover International Edition., High-Quality paper, Printed in English. Ships from multiple locations to WORLDWIDE customer. We CANNOT ship to APO/FPO/PO BOX address.3-5 BUSINESS DAYS EXPRESS SHIPPING VIA UPS / FEDEX/ DHL FOR USA, CANADA, EUROPE,ASIA AND AUSTRALIA CUSTOMER. The international edition will has different ISBN and Cover design from US edition. Occasionally, international textbooks may come with different exercises at the end of chapters. Restricted sales disclaimer wordings //Not for Sales in USA and Canada// are printed on the cover of the book. It is legally to use the international edition in North America. Bookseller Inventory # 102728
Book Description Prentice Hall, 2009. Paperback. Book Condition: New. Never used!. Bookseller Inventory # P110135064333
Book Description Book Condition: Brand New. Brand New, 5 edition, , , Softcover International Edition., GET IT FAST within 2-5 business days by UPS/DHL worldwide express with Tracking Number. Book is printed in English. NO PO Box, APO, FPO address. This is international edition. The international edition will has different ISBN and Cover design from US edition. Occasionally, international textbooks may come with different exercises at the end of chapters. Restricted sales disclaimer wordings //Not for Sales in USA and Canada// are printed on the cover of the book. It is legally to use the international edition in North America. We may ship the books from Asian regions for inventory purpose. Bookseller Inventory # 2728