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World of Customer Service / With CD

World of Customer Service / With CD - 04 edition

ISBN13: 978-0538726689

Cover of World of Customer Service / With CD 04 (ISBN 978-0538726689)
ISBN13: 978-0538726689
ISBN10: 0538726687
Cover type:
Edition/Copyright: 04
Publisher: South-Western Publishing Co.
Published: 2004
International: No

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World of Customer Service / With CD - 04 edition

ISBN13: 978-0538726689

Pattie Odgers

ISBN13: 978-0538726689
ISBN10: 0538726687
Cover type:
Edition/Copyright: 04
Publisher: South-Western Publishing Co.

Published: 2004
International: No
Summary

With global markets more crowded than ever, it is a major challenge for organizations to attract and retain customers due to the competition they are faced with. This text is designed to teach exemplary customer service thinking in public or private, domestic or international organizations and is written in a practical, common sense manner reflecting current customer service concepts and hints.

Benefits:

  • Guidelines at the end of each chapter provide a review of the central issues in each chapter and serve as a reference tool for solving on-the-job problems at a later date.
  • Customer Service Tips are included in each chapter to provide practical suggestions from customer service providers.
  • Dialog from the workplace profiles customer service providers and managers who explain the jobs and provide tips for problem solving with information about attitude, education and work experience.

Table of Contents

1. Introduction to Customer Service.
2. Customer Loyalty and Exceptional Service.
3. Attitude and Personal Approach with Customers.
4. Resoving Customer Conflicts and Complaints.
5. Recovery From and Winning Back the Angry Customer.
6. Skills to Better Manage a Customer Service Role.
7. Fundamentals of Communicating with Customers.
8. Importance of Non-Verbal Communication, Dress, and Listening Skills.
9. Telephone Communication.
10. Written Communication.
11. Challenges When Serving Customers Online.
12. Using Technology to Communicate with Customers.
13. Trends and Challenges in Customer Service.

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