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World of Customer Service by Pattie Gibson (2011, Trade Paperback)

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The World of Customer Service

About this product

Product Identifiers

PublisherCengage South-Western

ISBN-100840064241

ISBN-139780840064240

eBay Product ID (ePID)102934280

Product Key Features

Number of Pages224 Pages

Publication NameWorld of Customer Service

LanguageEnglish

SubjectOffice Automation, Customer Relations, Office Management

Publication Year2011

FeaturesRevised

TypeTextbook

AuthorPattie Gibson

Subject AreaBusiness & Economics

FormatTrade Paperback

Dimensions

Item Height10.4 in

Item Weight17.6 Oz

Item Length0.4 in

Item Width8.3 in

Additional Product Features

Edition Number3

Intended AudienceCollege Audience

LCCN2011-926550

TitleLeadingThe

ReviewsPart I: THE CUSTOMER SERVICE ENVIRONMENT.1. What is Customer Service?2. The Global Customer.3. Exceptional Customer Service.4. Customer Service Strategy.Part II: ESSENTIAL CUSTOMER SERVICE SKILLS.5. Critical Workplace Skills.6. Problem Solving.7. Extreme Customers and Customer Retention.8. Managing Customer Service.Part III: COMMUNICATION SKILLS.9. Communication Essentials.10. Customer-Focused Listening.11. Nonverbal Communication, Dress, and Manner.12. Phone and Digital Communication.

Dewey Edition22

IllustratedYes

Dewey Decimal658.812

Edition DescriptionRevised edition

Table Of ContentPart I: THE CUSTOMER SERVICE ENVIRONMENT.1. What is Customer Service?2. The Global Customer.3. Exceptional Customer Service.4. Customer Service Strategy.Part II: ESSENTIAL CUSTOMER SERVICE SKILLS.5. Critical Workplace Skills.6. Problem Solving.7. Extreme Customers and Customer Retention.8. Managing Customer Service.Part III: COMMUNICATION SKILLS.9. Communication Essentials.10. Customer-Focused Listening.11. Nonverbal Communication, Dress, and Manner.12. Phone and Digital Communication.

SynopsisMaster the exceptional customer service skills that are most important in all types of organizations today with the powerful, practical presentation in THE WORLD OF CUSTOMER SERVICE, 3rd Edition. This book demonstrates how effective customer services techniques can help readers and their organizations achieve critical goals, deal with problems and complaints, consistently exceed customer expectations, and create loyal customers. Readers focus on the strategies most important in customer service today with insights and memorable examples from practicing professionals. Several new chapters highlight how to maximize revenue and customer satisfaction, effectively solve problems and resolve complaints, and better understand the impact and potential of today's social media. Future and practical professionals also gain new insights on establishing their own personal customer service habits for success in all areas of business.

LC Classification NumberHF5415.5