Customer Service: Career Success Through Customer Loyalty / Edition 5

Customer Service: Career Success Through Customer Loyalty / Edition 5

by Paul R. Timm
     
 

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ISBN-10: 0135063973

ISBN-13: 9780135063972

Pub. Date: 01/17/2010

Publisher: Prentice Hall

Customer Service: Career Success through Customer Loyalty, 5e 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 is reorganized so it is easy to see how key

Overview

Customer Service: Career Success through Customer Loyalty, 5e 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 is reorganized so it is easy to see how key concepts fit together. New information is 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 exceeds customer expectations and creates loyalty and success.

Product Details

ISBN-13:
9780135063972
Publisher:
Prentice Hall
Publication date:
01/17/2010
Series:
Pearson Custom Business Skills Series
Pages:
264
Sales rank:
729,494
Product dimensions:
7.90(w) x 9.90(h) x 0.60(d)

Table of Contents

1. Know Why Service Matters

PART 1: LITTLE THINGS

2. Use Behaviors That Engage Your Customers

3. Listen to Your Customer (a Big “little thing”)

4. Use the Telephone Well for Good Service

5. Use Friendly Web Sites and Electronic Communication

PART 2: INSIGHTS

6. Recognize and Deal with Customer Turnoffs

7. Insight into Emerging Trends in Customer Service

PART 3: FEEDBACK

8. Get Customer Feedback

9. Recover the Potentially Lost Customer

PART 4: EXPECTATIONS

10. Exceed Customer Expectations with Value

11. Exceed Customer Expectations with Information

12. Exceed Customer Expectations with Convenience and Timing

PART 5: LIVING LIFE

13. Dealing with Emotional Labor

14. Get Employees to Give Great Service

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