Customer Service: A Practical Approach / Edition 6

More About This Textbook


This practical textbook, the # 1 reference resource in use in hundreds of companies and classrooms, develops the skills and strategies needed to build and maintain customer service excellence.


Updated coverage of new trends in customer service including immediacy of response, use of technology and other creative new approaches to customer service

Analysis of high touch and low touch customers

Why coporduction works

Creation of a customer service culture

Examples of actual companies in a variety of industries, their customer service priorities, challenges, and creative methods of providing customer service

Numerous activities that allow students/trainees to master skills vital to success as a business professional

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Product Details

  • ISBN-13: 9780132896306
  • Publisher: Pearson Education
  • Publication date: 2/13/2012
  • Sold by: Barnes & Noble
  • Format: eTextbook
  • Edition number: 6
  • Pages: 192
  • File size: 2 MB

Table of Contents

Ch. 1 What is customer service? 1
Ch. 2 The challenges of customer service 14
Ch. 3 Problem solving 29
Ch. 4 Strategy for formulating a plan for success 51
Ch. 5 Empowerment 63
Ch. 6 Communications in customer service 72
Ch. 7 Coping with challenging customers 87
Ch. 8 Motivation 104
Ch. 9 Leadership in customer service 119
Ch. 10 Customer retention and measurement of satisfaction 136
Ch. 11 Technology and customer service 150
Ch. 12 Excellence in customer service 162
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