A Practical ApproachBook - 2007
For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles.The market-leader, Customer Service: A Practical Approach, Fourth Edition, 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.
Publisher: Upper Saddle River, N.J. : Pearson Prentice Hall, c2007
Edition: 4th ed
Characteristics: xvii, 169 p. : ill. ; 26 cm