The World of Customer Service

by Gibson, Pattie

• ISBN13: 9780538726689
• ISBN10: 0538726687
• Edition: 1st
• Format: Paperback
• Copyright: 2003-01-07
• Publisher: South-Western Educational Pub

Summary

With global markets more crowded than ever, it is a major challenge for organizations to attract and retain customers due to the competition they are faced with. This book is designed to teach exemplary customer service thinking in public or private, domestic or international organizations and is written in a practical, common sense manner reflecting current customer service concepts and hints.

Table of Contents

PART 1 THE CUSTOMER SERVICE ENVIRONMENT	1	(32)
Call Centers Profile	2	(3)
Rob Pasell
Sturner
Klein
Introduction to Customer Service	5	(14)
Customer Behavior, Customer Loyalty, and Exceptional Service	19	(14)
PART 2 CUSTOMER SERVICE AND ESSENTIAL PERSONAL SKILLS	33	(58)
Hospitality and Tourism Profile	34	(3)
Leslie Connell
Attitude and Personal Approach with Customers	37	(12)
Resolving Customer Problems and Complaints	49	(14)
Recovering from and Winning Back the Angry Customer	63	(12)
Skills to Better Manage the Customer Service Role	75	(16)
PART 3 ESSENTIAL COMMUNICATION SERVICE SKILLS	91	(68)
Government Profile	92	(3)
Theresa Alvarado
Fundamentals of Communicating with Customers	95	(16)
Nonverbal Communication, Dress, Manners, and Listening Skills	111	(16)
Effective Telephone Communication	127	(16)
Communicating in Writing with Customers	143	(16)
PART 4 THE FUTURE OF CUSTOMER SERVICE IN A CONNECTED WORLD	159	(30)
Health Care Profile	160	(3)
Denice E. Gibson
Challenges When Serving Customers Online	163	(14)
Using Technology to Communicate with Customers	177	(12)
The Future of Delivering Superior Customer Service	189