Customer Service: A Practical Approach: International Edition

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9780135109311: Customer Service: A Practical Approach: International Edition

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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.

 

 

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ISBN 10: 0135109310 ISBN 13: 9780135109311
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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 # 978013510931179

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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 # 2728N

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