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Customer Service: Skills and Concepts for Success, Student Edition

by
Edition:
2nd
ISBN13:

9780078226335

ISBN10:
0078226333
Format:
Paperback
Pub. Date:
11/1/2000
Publisher(s):
McGraw-Hill/Irwin

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Summary

This revision of "Customer Service: Skills & Concepts for Success features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress.

Table of Contents

Preface iv
Acknowledgments vii
PART I The Profession 1(66)
What Is Customer Service?
2(30)
Contributing to the Service Culture
32(35)
PART II Skills for Success 67(288)
Positive Verbal Communication
69(32)
Nonverbal Communication in Customer Service
101(36)
Listening to the Customer
137(38)
Customer Service and Behavior
175(35)
Customer Service via Technology
210(36)
Customer Service Through Written Means
246(37)
Handling Difficult Customer Encounters
283(36)
Customer Service in a Diverse World
319(36)
PART III Self-Help Skills 355(61)
Managing Your Stress
356(35)
Managing Your Time
391(25)
PART IV Enhancing Customer Relationships 416(71)
Encouraging Customer Loyalty
417(41)
Service Recovery
458(29)
PART V Customer Service for the Twenty-First Century 487(20)
Focusing on the Future
488(19)
Appendixes 507(4)
Personal Action Plan
507(2)
Reader's Customer Service Survey
509(2)
Glossary 511(6)
Bibliography 517(4)
Index 521


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