CART

(0) items

Customer Service Skills for Success,9780073397115

Customer Service Skills for Success

by
Edition:
5th
ISBN13:

9780073397115

ISBN10:
0073397113
Format:
Paperback
Pub. Date:
1/20/2011
Publisher(s):
McGraw-Hill Humanities/Social Sciences/Languages
Includes 2-weeks free access to
step-by-step solutions for this book.
Step-by-Step solutions are actual worked out problems to the questions at the end of each chapter that help you understand your homework and study for your exams. Chegg and eCampus are providing you two weeks absolutely free. 81% of students said using Step-by-Step solutions prepared them for their exams.
List Price: $120.83

Rent Textbook

(Recommended)
 
Term
Due
Price
$20.00

Hurry!

Only one copy
in stock at this price.

Buy Used Textbook

In Stock Usually Ships in 24 Hours.
U9780073397115
$26.12

eTextbook


 
Duration
Price
$90.22

New Textbook

We're Sorry
Sold Out

More New and Used
from Private Sellers
Starting at $7.60
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 1/20/2011.
What is included with this book?
  • The Used copy of this book is not guaranteed to include 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 : Building Successful Skills for the Twenty-First Century
    Customer Service : Building Successful Skills for the Twenty-First Century
  • Customer Service Skills for Success
    Customer Service Skills for Success
  • Customer Service Skills for Success
    Customer Service Skills for Success
  • Customer Service: Skills and Concepts for Success, Student Edition
    Customer Service: Skills and Concepts for Success, Student Edition




Summary

Not the Same Old Customer Service Textbook Customer Service: Skills for Successuses a variety of activities and example to gain and hold readers' interest while providing additional insights into the concepts and skills related to customer service. The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics. The fifth edition of Customer Service: Skills for Successcontains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers and case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented. For users of previous editions, you will note a streamlined approach where we have combined material from several previous chapters. If you need the chapters on Time and Stress Management, they can be found on our Web site, www.mhhe.com/customerservice, along with many new activities, case studies, and other support material.

Table of Contents

Part One – The Profession

Chapter 1 – Customer Service Profession

Chapter 2 – Contributing to the Service Culture

Part Two – Skills for Success

Chapter 3 – Verbal Communication Skills

Chapter 4 - Nonverbal Communication

Chapter 5 – Listening to the Customer

Part Three – Building and Maintaining Relationships

Chapter 6 – Customer Service and Behavior

Chapter 7 – Service Breakdowns and Service Recovery

Chapter 8 - Customer Service in a Diverse World

Chapter 9 – Customer Service via Technology

Chapter 10 – Encouraging Customer Loyalty



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