| Title : | Customer service : a practical approach / | | Material Type: | printed text | | Authors: | Elaine K. Harris | | Edition statement: | 3rd ed. | | Publisher: | Upper Saddle River, N.J. : Prentice Hall | | Publication Date: | 2003 | | Pagination: | xi, 164 p. | | Layout: | ill. | | Size: | 26 cm | | ISBN (or other code): | 978-0-13-097853-0 | | Class number: | 658.812 | | Abstract: | Important issues face customer service providers and customer service managers today. A #1 training and reference resource for numerous companies, the text's unique approach unfolds the dynamics of the customer service industry. It places a special emphasis on self-assessment and the mastery of the skills that together provide tangible evidence of individual and corporate productivity. | | Contents note: | 1. What Is Customer Service? 2. The Challenges of Customer Service. 3. Problem Solving. 4. Strategy and Formulating a Plan for Success. 5. Empowerment. 6. Communications in Customer Service. 7. Coping with Challenging Customers. 8. Motivation. 9. Leadership in Customer Service. 10. Customer Retention and Measurement of Satisfaction. 11. Delivering Customer Service to the Changing Marketplace. 12. Excellence in Customer Service. Glossary. Sources of Other Information. Index. |
Customer service : a practical approach / [printed text] / Elaine K. Harris . - 3rd ed. . - Upper Saddle River, N.J. : Prentice Hall, 2003 . - xi, 164 p. : ill. ; 26 cm. ISBN : 978-0-13-097853-0 | Class number: | 658.812 | | Abstract: | Important issues face customer service providers and customer service managers today. A #1 training and reference resource for numerous companies, the text's unique approach unfolds the dynamics of the customer service industry. It places a special emphasis on self-assessment and the mastery of the skills that together provide tangible evidence of individual and corporate productivity. | | Contents note: | 1. What Is Customer Service? 2. The Challenges of Customer Service. 3. Problem Solving. 4. Strategy and Formulating a Plan for Success. 5. Empowerment. 6. Communications in Customer Service. 7. Coping with Challenging Customers. 8. Motivation. 9. Leadership in Customer Service. 10. Customer Retention and Measurement of Satisfaction. 11. Delivering Customer Service to the Changing Marketplace. 12. Excellence in Customer Service. Glossary. Sources of Other Information. Index. |
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