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World of Customer Service

World of Customer Service - 2nd edition

ISBN13: 978-0538730464

Cover of World of Customer Service 2ND 08 (ISBN 978-0538730464)
ISBN13: 978-0538730464
ISBN10: 0538730463
Cover type: Paperback
Edition: 2ND 08
Copyright: 2008
Publisher: South-Western Publishing Co.
Published: 2008
International: No

List price: $153.00

World of Customer Service - 2ND 08 edition

ISBN13: 978-0538730464

Pattie Odgers

ISBN13: 978-0538730464
ISBN10: 0538730463
Cover type: Paperback
Edition: 2ND 08
Copyright: 2008
Publisher: South-Western Publishing Co.
Published: 2008
International: No

Table of Contents

Part I: THE CUSTOMER SERVICE ENVIRONMENT.

1. Introduction to Customer-Centric Service.
2. Serving a Diverse Population of Customers.
3. Customer Behavior, Customer Loyalty, and Exceptional Service.

Part II: CUSTOMER SERVICE AND ESSENTIAL PERSONAL SKILLS.

4. Attitude, Customer Rage, and Personal Approach with Customers.
5. Resolving Customer Conflicts and Complaints.
6. Recovery From and Winning Back the Angry Customer.
7. Problem-Solving, Time, and Stress Management Service Skills.

Part III: COMMUNICATION SKILLS FOR CUSTOMER SERVICE.

8. Communication Essentials.
9. Customer Focused Listening Skills.
10. Nonverbal Communication, Dress, and Manners.
11. Effective Telephone Communication.

Part IV: THE CHALLENGES OF CUSTOMER SERVICE.

12. The Impact of Globalization on Customer Service.
13. Using Technology to Better Serve Customers.
14. Managing, Training, and Rewarding Great Customer Service.