Customer Service : Career Success Through Customer Loyalty

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  • Edition: 5th
  • Format: Paperback
  • Copyright: 1/3/2010
  • Publisher: Prentice Hall
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Supplemental Materials

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  • The Used copy of this book is not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.


For courses in Customer Service.

Customer Service: Career Success through Customer Loyalty, 5e 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 is reorganized so it is easy to see how key concepts fit together. New information is 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 exceeds customer expectations and creates loyalty and success.

New! In this updated edition readers will learn:

- Specific behaviors that engage customers

- Ways to gather performance-enhancing feedback

- Telephone techniques for excellent service

- How to create web sites, email, and messages that delight customers

- Tools for dealing with and recovering unhappy customers

- Ways to exceed expectations in value, information, convenience, and timing

- Skills for managing others in the pursuit of service excellence

- Future directions in customer service and more!

Table of Contents

1.      Know Why Service Matters



2.      Use Behaviors That Engage Your Customers

3.      Listen to Your Customer (a Big “little thing”)

4.      Use the Telephone Well for Good Service

5.      Use Friendly Web Sites and Electronic Communication



6.      Recognize and Deal with Customer Turnoffs

7.      Insight into Emerging Trends in Customer Service



8.      Get Customer Feedback

9.      Recover the Potentially Lost Customer



10.  Exceed Customer Expectations with Value

11.  Exceed Customer Expectations with Information

12.  Exceed Customer Expectations with Convenience and Timing



13.  Dealing with Emotional Labor

14.  Get Employees to Give Great Service 

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Customer Reviews

Helpful August 8, 2011
The textbook gives good insight into what you need to look for in a company to see if they provide good customer service or not. One assignment my class had was to be secret shoppers over the weekend in grocery stores, coffee shops, and gas stations. This textbook helps raise awareness of how we interact with each other, and tips on how you can provide the best service for your customers.
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Customer Service : Career Success Through Customer Loyalty: 4 out of 5 stars based on 1 user reviews.

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