Customer Service: Career Success Through Customer Loyalty, 6th edition
$24.00
📚 Delivered within 24 hours via email For courses in Customer Service.
Â
Customer Service: Career Success through Customer Loyalty, 6e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition features more on social networking, Â trustability, and customer service trends. Information is also included on internal customers, emerging technologies, and stress-reducing techniques. Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that yields loyalty and success.
Published by Pearson (July 14th 2021) – Copyright © 2022
ISBN-13: 9780137547418
Subject: Entrepreneurship
Category:
Description
Table of Contents
Table of Contents
- Appreciate Why Customer Service Matters
PART I: L=LITTLE THINGS
- Use Behaviors That Engage Your Customers
- Listen to Your Customer ( a Big “little thing”)
- Use the Telephone Correctly for Good Service
- Use Friendly Web Sites and Electronic Communication
PART II=INSIGHT
- Recognize and Deal with Customer Turnoffs
- Insight into Emerging Trends in Customer Service
PART III=FEEDBACK
- Get Customer Feedback
- Recover the Potentially Lost Customer
PART IV=EXPECTATIONS
- Exceed Expectations with Value
- Exceed Expectations with Information
- Exceed Expectations with Convenience and Timing
PART V=LIVING LIFE AND LEADING OTHERS
- Influencing Others to Give Great Service
