Synopsis
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.
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:
- Foreign Call Center
- Updated Automatic Call Systems
- Online Bill Paying
- Online Conferencing
- Internet Telephony
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.
Other Popular Editions of the Same Title
Search results for Customer Service: A Practical Approach: United States...
Stock Image
Customer Service: A Practical Approach
Seller: Orion Tech, Kingwood, TX, U.S.A.
Seller rating 5 out of 5 stars
paperback. Condition: Fair. Seller Inventory # 0135064333-4-34959208
Stock Image
Customer Service: A Practical Approach
Seller: Gulf Coast Books, Cypress, TX, U.S.A.
Seller rating 5 out of 5 stars
paperback. Condition: Fair. Seller Inventory # 0135064333-4-34959208
Seller Image
Customer Service: A Practical Approach
Seller: Zoom Books East, Glendale Heights, IL, U.S.A.
Seller rating 5 out of 5 stars
Condition: very_good. Book is in very good condition and may include minimal underlining highlighting. The book can also include "From the library of" labels. May not contain miscellaneous items toys, dvds, etc. . We offer 100% money back guarantee and 24 7 customer service. Seller Inventory # ZEV.0135064333.VG
Stock Image
Customer Service A Practical A
Seller: World of Books (was SecondSale), Montgomery, IL, U.S.A.
Seller rating 5 out of 5 stars
Condition: Acceptable. Item in acceptable condition! Textbooks may not include supplemental items i.e. CDs, access codes etc. Seller Inventory # 00099865246
Stock Image
Customer Service A Practical A
Seller: World of Books (was SecondSale), Montgomery, IL, U.S.A.
Seller rating 5 out of 5 stars
Condition: Good. Item in good condition. Textbooks may not include supplemental items i.e. CDs, access codes etc. Seller Inventory # 00102075556
Stock Image
Customer Service: A Practical Approach
Seller: ThriftBooks-Dallas, Dallas, TX, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Good. No Jacket. Pages can have notes/highlighting. Spine may show signs of wear. ~ ThriftBooks: Read More, Spend Less. Seller Inventory # G0135064333I3N00
Stock Image
Customer Service: A Practical Approach
Seller: ThriftBooks-Atlanta, AUSTELL, GA, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Fair. No Jacket. Readable copy. Pages may have considerable notes/highlighting. ~ ThriftBooks: Read More, Spend Less. Seller Inventory # G0135064333I5N00
Stock Image
Customer Service: A Practical Approach
Seller: ThriftBooks-Atlanta, AUSTELL, GA, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Very Good. No Jacket. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less. Seller Inventory # G0135064333I4N00
Stock Image
Customer Service: A Practical Approach
Seller: ThriftBooks-Dallas, Dallas, TX, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Very Good. No Jacket. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less. Seller Inventory # G0135064333I4N00
Stock Image
Customer Service: A Practical Approach 5th Edition
Seller: a2zbooks, Burgin, KY, U.S.A.
Seller rating 5 out of 5 stars
Softcover. Condition: Good. Fifth Edition. Text appears to have multiple markings. Cover has wear. Spine is in good condition. Quantity Available: 1. Shipped Weight: Under 1 kilo. Category: Education; ISBN: 0135064333. ISBN/EAN: 9780135064337. Pictures of this item not already displayed here available upon request. Inventory No: 1561031393. Seller Inventory # 1561031393