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Customer Service: Career Success Through Customer Loyalty, 6th edition

Published by Pearson (July 14, 2021) © 2014

  • Paul R. Timm Brigham Young University
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For courses in Customer Service.

Customer Service: Career Success through Customer Loyalty, 6e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition features more on social networking,  trustability, and customer service trends. Information is also included on internal customers, emerging technologies, and stress-reducing techniques. Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that yields loyalty and success.

Table of Contents

  1. Appreciate Why Customer Service Matters

PART I: L=LITTLE THINGS

  1. Use Behaviors That Engage Your Customers
  2. Listen to Your Customer ( a Big "little thing")
  3. Use the Telephone Correctly for Good Service
  4. Use Friendly Web Sites and Electronic Communication

PART II=INSIGHT

  1. Recognize and Deal with Customer Turnoffs
  2. Insight into Emerging Trends in Customer Service

PART III=FEEDBACK

  1. Get Customer Feedback
  2. Recover the Potentially Lost Customer

PART IV=EXPECTATIONS

  1. Exceed Expectations with Value
  2. Exceed Expectations with Information
  3. Exceed Expectations with Convenience and Timing

PART V=LIVING LIFE AND LEADING OTHERS

  1. Influencing Others to Give Great Service

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