ISBN-10:
0619148853
ISBN-13:
9780619148850
Pub. Date:
07/28/2002
Publisher:
Cengage Learning
Course Ilt: Excellence in Service

Course Ilt: Excellence in Service

by Axzo Press

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Product Details

ISBN-13: 9780619148850
Publisher: Cengage Learning
Publication date: 07/28/2002
Pages: 112
Product dimensions: 8.68(w) x 11.12(h) x 0.28(d)

Table of Contents

Unit 1: Customer service fundamentals Topic A: Customer service and customers Topic B: Customer interaction Topic C: Customer expectations Unit 2: Customer service skills Topic A: Attitude and attention Topic B: Quality of service Topic C: Problem resolution Unit 3: Customer management Topic A: Dissatisfied customers Topic B: Angry customers Topic C: Upset customers Topic D: Stress in service situations Unit 4: Customer communication Topic A: Communication fundamentals Topic B: Interpersonal communication Topic C: Telephone skills Topic D: E-mail etiquette

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