The World of Customer Service / Edition 3

Paperback (Print)
Rent
Rent from BN.com
$38.54
(Save 66%)
Est. Return Date: 06/16/2014
Used and New from Other Sellers
Used and New from Other Sellers
from $57.32
Usually ships in 1-2 business days
(Save 49%)
Other sellers (Paperback)
  • All (13) from $57.32   
  • New (7) from $79.99   
  • Used (6) from $57.32   
Close
Sort by
Page 1 of 1
Showing All
Note: Marketplace items are not eligible for any BN.com coupons and promotions
$79.99
Seller since 2014

Feedback rating:

(8)

Condition:

New — never opened or used in original packaging.

Like New — packaging may have been opened. A "Like New" item is suitable to give as a gift.

Very Good — may have minor signs of wear on packaging but item works perfectly and has no damage.

Good — item is in good condition but packaging may have signs of shelf wear/aging or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Acceptable — item is in working order but may show signs of wear such as scratches or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Used — An item that has been opened and may show signs of wear. All specific defects should be noted in the Comments section associated with each item.

Refurbished — A used item that has been renewed or updated and verified to be in proper working condition. Not necessarily completed by the original manufacturer.

New

Ships from: Erie, PA

Usually ships in 1-2 business days

  • Standard, 48 States
  • Express, 48 States
  • Express (AK, HI)
$92.27
Seller since 2009

Feedback rating:

(9513)

Condition: New
New Book. Shipped from US within 4 to 14 business days. Established seller since 2000

Ships from: Secaucus, NJ

Usually ships in 1-2 business days

  • Standard, 48 States
  • Standard (AK, HI)
$106.96
Seller since 2008

Feedback rating:

(17198)

Condition: New
Brand New, Perfect Condition, Please allow 4-14 business days for delivery. 100% Money Back Guarantee, Over 1,000,000 customers served.

Ships from: Westminster, MD

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
$106.97
Seller since 2007

Feedback rating:

(23157)

Condition: New
BRAND NEW

Ships from: Avenel, NJ

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
$121.64
Seller since 2014

Feedback rating:

(5)

Condition: New
Brand New Title. We're a Power Distributor; Your satisfaction is our guarantee!

Ships from: Stone Mountain, GA

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$125.11
Seller since 2008

Feedback rating:

(92)

Condition: New
0840064241 BRAND NEW W/FAST SHIPPING! This item is: The World of Customer Service, 3rd Ed., by Pattie Gibson; FORMAT: Bound Book; ISBN: 9780840064240. Choose Expedited for fastest ... shipping! Our 98%+ rating proves our commitment! We cannot ship to PO Boxes/APO Addresses or outside the continental U.S. To avoid ordering the wrong item, please check your item's ISBN number! Read more Show Less

Ships from: Lawrence, KS

Usually ships in 1-2 business days

  • Standard, 48 States
  • Express, 48 States
$140.65
Seller since 2009

Feedback rating:

(51)

Condition: New
0840064241 ***BRAND-NEW*** FAST UPS shipping, so you'll receive your order FAST! (r'cd within 1-5 business days after shipping in most cases) We've been in business for over 18 ... years. We provide EXCEPTIONAL customer service. We're open 24/7 to serve you best. **** PLEASE NOTE: UPS does not deliver to PO Boxes or APO addresses, so please be sure to give us a physical street address for delivery. Also, unfortunately, we cannot ship this item to Alaska or Hawaii. Thanks! Read more Show Less

Ships from: Dundee, MI

Usually ships in 1-2 business days

  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
Page 1 of 1
Showing All
Close
Sort by

Overview

Master the exceptional customer service skills that are most important in all types of organizations today with the powerful, practical presentation in THE WORLD OF CUSTOMER SERVICE, 3rd Edition. This book demonstrates how effective customer services techniques can help readers and their organizations achieve critical goals, deal with problems and complaints, consistently exceed customer expectations, and create loyal customers. Readers focus on the strategies most important in customer service today with insights and memorable examples from practicing professionals. Several new chapters highlight how to maximize revenue and customer satisfaction, effectively solve problems and resolve complaints, and better understand the impact and potential of today's social media. Future and practical professionals also gain new insights on establishing their own personal customer service habits for success in all areas of business.

Read More Show Less

Product Details

  • ISBN-13: 9780840064240
  • Publisher: Cengage Learning
  • Publication date: 7/1/2011
  • Edition number: 3
  • Pages: 224
  • Product dimensions: 8.50 (w) x 10.80 (h) x 0.40 (d)

Meet the Author

For more than 30 years, Dr. Pattie Gibson has taught a variety of highly successful courses in computer applications and business systems to high school, community college, and university students in Arizona and overseas in West Berlin and Stuttgart, Germany. Dr. Gibson is currently an assistant professor in educational leadership at Northern Arizona University. She has written and co-authored several textbooks addressing office management and office skills as well as customer service. Dr. Gibson received her undergraduate and master's degrees from Arizona State University and her doctorate from Northern Arizona University.

Read More Show Less

Table of Contents

Part I: THE CUSTOMER SERVICE ENVIRONMENT. 1. What is Customer Service? 2. The Global Customer. 3. Exceptional Customer Service. 4. Customer Service Strategy. Part II: ESSENTIAL CUSTOMER SERVICE SKILLS. 5. Critical Workplace Skills. 6. Problem Solving. 7. Extreme Customers and Customer Retention. 8. Managing Customer Service. Part III: COMMUNICATION SKILLS. 9. Communication Essentials. 10. Customer-Focused Listening. 11. Nonverbal Communication, Dress, and Manner. 12. Phone and Digital Communication.

Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)