Customer Service: A Practical Approach, 6th Edition

The market-leader, Customer Service: A Practical Approach, 6th 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

CHAPTER 1 What Is Customer Service?
CHAPTER 2 The Challenges of Customer Service
CHAPTER 3 Problem Solving
CHAPTER 4 Strategy for Formulating a Plan for Success
CHAPTER 5 Empowerment
CHAPTER 6 Communications in Customer Service
CHAPTER 7 Coping with Challenging Customers
CHAPTER 8 Motivation
CHAPTER 9 Leadership in Customer Service
CHAPTER 10 Customer Retention and Measurement of Satisfaction
CHAPTER 11 Technology and Customer Service
CHAPTER 12 Excellence in Customer Service