Not the Same Old Customer Service Textbook
Customer Service: Skills for Success uses a variety of activities and example to gain and hold readersâ interest while providing additional insights into the concepts and skills related to customer service.
The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics.
The fifth edition of Customer Service: Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers and case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented. For users of previous editions, you will note a streamlined approach where we have combined material from several previous chapters. If you need the chapters on Time and Stress Management, they can be found on our Web site, www.mhhe.com/customerservice, along with many new activities, case studies, and other support material.
Categories:
- Reference
- English as a Second Language
Publisher : McGraw-Hill Education
Author : Lucas, Robert
Language : English
Edition : 5
Published :2011-01-20
Number Of Pages : 416
Binding : Paperback
ISBN-10 : 0073397113
ISBN-13 : 9780073397115
Item weight : 1.6 lb
Dimensions : 0.7 in x 7.9 in x 9.9 in
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