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.

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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