CART

(0) items

Customer Service : Career Success Through Customer Loyalty,9780135063972

Customer Service : Career Success Through Customer Loyalty

by
Edition:
5th
ISBN13:

9780135063972

ISBN10:
0135063973
Format:
Paperback
Pub. Date:
1/3/2010
Publisher(s):
Prentice Hall
List Price: $96.60

Rent Textbook

(Recommended)
 
Term
Due
Price
$16.04

Hurry!

Only one copy
in stock at this price.

Buy Used Textbook

In Stock Usually Ships in 24 Hours.
U9780135063972
$21.39

Buy New Textbook

Usually Ships in 2-3 Business Days
N9780135063972
$94.19

eTextbook

We're Sorry
Not Available

More New and Used
from Private Sellers
Starting at $1.46
See Prices

Questions About This Book?

Why should I rent this book?
Renting is easy, fast, and cheap! Renting from eCampus.com can save you hundreds of dollars compared to the cost of new or used books each semester. At the end of the semester, simply ship the book back to us with a free UPS shipping label! No need to worry about selling it back.
How do rental returns work?
Returning books is as easy as possible. As your rental due date approaches, we will email you several courtesy reminders. When you are ready to return, you can print a free UPS shipping label from our website at any time. Then, just return the book to your UPS driver or any staffed UPS location. You can even use the same box we shipped it in!
What version or edition is this?
This is the 5th edition with a publication date of 1/3/2010.
What is included with this book?
  • The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any CDs, lab manuals, study guides, etc.
  • The Used copy of this book is not guaranteed to inclue any supplemental materials. Typically, only the book itself is included.
  • The Rental copy of this book is not guaranteed to include any supplemental materials. You may receive a brand new copy, but typically, only the book itself.

Related Products


  • Customer Service : Career Success Through Customer Loyalty
    Customer Service : Career Success Through Customer Loyalty
  • Customer Service : Career Success Through Customer Satisfaction
    Customer Service : Career Success Through Customer Satisfaction
  • Customer Service Career Success Through Customer Loyalty
    Customer Service Career Success Through Customer Loyalty
  • Customer Service: Career Success Through Customer Satisfaction (NetEffect Series)
    Customer Service: Career Success Through Customer Satisfaction (NetEffect Series)





Customer Reviews

Helpful  August 8, 2011
by


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.






Customer Service : Career Success Through Customer Loyalty: 4 out of 5 stars based on 1 user reviews.

Summary

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

 

PART 1: LITTLE THINGS

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

 

PART 2: INSIGHTS

6.      Recognize and Deal with Customer Turnoffs

7.      Insight into Emerging Trends in Customer Service

 

PART 3: FEEDBACK

8.      Get Customer Feedback

9.      Recover the Potentially Lost Customer

 

PART 4: EXPECTATIONS

10.  Exceed Customer Expectations with Value

11.  Exceed Customer Expectations with Information

12.  Exceed Customer Expectations with Convenience and Timing

 

PART 5: LIVING LIFE

13.  Dealing with Emotional Labor

14.  Get Employees to Give Great Service 



Please wait while the item is added to your cart...