Customer Service: A Practical Approach, 6th edition

Published by Pearson (July 14, 2021) © 2013

  • Elaine K. Harris Tulsa Junior College

eTextbook on Pearson+

ISBN-13: 9780137546381 (2021 update)
per month
Pay monthly or
pay undefined one-time
Buy nowOpens in a new tab
Instant access

eTextbook rental includes

  • Instant access to eTextbook
  • Search, highlight, and notes
  • Create flashcards
Products list
$122.66

Price Reduced From: $153.32

Details

  • A print text

This product is expected to ship within 3-6 business days for US and 5-10 business days for Canadian customers.

For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles.

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.

Brief 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

This publication contains markup to enable structural navigation and compatibility with assistive technologies. Images in the publication MAY NOT be fully described, which is a barrier to those who rely on alternative text descriptions. The publication supports text reflow and contains no content hazards known to cause adverse physical reactions.

Need help? Get in touch