The World of Customer Service

by Gibson-Odgers, Pattie

• ISBN13: 9780538730464
• ISBN10: 0538730463
• Edition: 2nd
• Format: Paperback
• Copyright: 2007-03-22
• Publisher: Cengage Learning

Summary

For continued customer loyalty, every member of an organization needs to be involved in delivering excellent customer service. The World of Customer Service 2E teaches exemplary customer service tactics used by professionals in all types of organizations. Reflecting current concepts and tips, this practical text focuses on strategies for reaching company goals, dealing with problems and complaints, winning back customers, and creating loyal customers. It emphasizes the importance of effective communication and collaboration techniques with a wide range of customer-focused activities.

Table of Contents

The Customer Service Environment

Introduction to Customer-Centric Service

Serving a Diverse Population of Customers

Customer Behavior, Customer Loyalty, and Exceptional Service

Customer Service and Essential Personal Skills

Attitude, Customer Rage, and Personal Approach with Customers

Resolving Customer Conflicts and Complaints

Recovery From and Winning Back the Angry Customer

Problem-Solving, Time, and Stress Management Service Skills

Communication Skills For Customer Service

Communication Essentials

Customer Focused Listening Skills

Nonverbal Communication, Dress, and Manners

Effective Telephone Communication

The Challenges of Customer Service

The Impact of Globalization on Customer Service

Using Technology to Better Serve Customers

Managing, Training, and Rewarding Great Customer Service

Table of Contents provided by Publisher. All Rights Reserved.