Customer Service Skills for Success

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  • Edition: 5th
  • Format: Paperback
  • Copyright: 1/20/2011
  • Publisher: McGraw-Hill Education
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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

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