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Customer Service: A Practical Approach, 6th Edition

By Elaine K. Harris

Published by Pearson

Published Date: Jan 5, 2012


The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.

Table of Contents

1.      What is Customer Service?

2.      The Challenges of Customer Service

3.      Problem Solving

4.      Strategy for Formulating a Plan for Success

5.      Empowerment

6.      Communications in Customer Service

7.      Coping with Challenging Customers

8.      Motivation

9.      Leadership in Customer Service

10.  Customer Retention and Measurement of Satisfaction

11.  Technology and Customer Service

12.  Excellence in Customer Service

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Package ISBN-13: 9780134840109

Includes this title packaged with:

  • MyLab Marketing with Pearson eText -- Access Card -- for Selling Today: Partnering to Create Value, 14th Edition
    Gerald L. Manning, Michael Ahearne, Barry L. Reece

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Customer Service: A Practical Approach, 6th Edition

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$113.32 $107.65 | ISBN-13: 978-0-13-274239-9

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