did-you-know? rent-now

Amazon no longer offers textbook rentals. We do!

did-you-know? rent-now

Amazon no longer offers textbook rentals. We do!

We're the #1 textbook rental company. Let us show you why.

9780133056259

Customer Service Career Success Through Customer Loyalty

by
  • ISBN13:

    9780133056259

  • ISBN10:

    0133056252

  • Edition: 6th
  • Format: Paperback
  • Copyright: 2013-04-05
  • Publisher: Pearson
This product is included in:
Learn More

Note: Supplemental materials are not guaranteed with Rental or Used book purchases.

Purchase Benefits

  • Free Shipping Icon Free Shipping On Orders Over $35!
    Your order must be $35 or more to qualify for free economy shipping. Bulk sales, PO's, Marketplace items, eBooks and apparel do not qualify for this offer.
  • eCampus.com Logo Get Rewarded for Ordering Your Textbooks! Enroll Now
  • Complimentary 7-Day eTextbook Access - Read more
    When you rent or buy this book, you will receive complimentary 7-day online access to the eTextbook version from your PC, Mac, tablet, or smartphone. Feature not included on Marketplace Items.
List Price: $146.65 Save up to $102.69
  • Rent Book $83.59
    Add to Cart Free Shipping Icon Free Shipping

    TERM
    PRICE
    DUE

    7-Day eTextbook Access 7-Day eTextbook Access

    USUALLY SHIPS IN 24-48 HOURS
    *This item is part of an exclusive publisher rental program and requires an additional convenience fee. This fee will be reflected in the shopping cart.

Supplemental Materials

What is included with this book?

Summary

Customer Service: Career Success through Customer Loyalty, 6e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition features more on social networking, trustability, and customer service trends. Information is also included on internal customers, emerging technologies, and stress-reducing techniques. Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that yields loyalty and success.

Table of Contents

1.      Appreciate Why Customer Service Matters

 

PART I: L=LITTLE THINGS

2.      Use Behaviors That Engage Your Customers

3.      Listen to Your Customer ( a Big "little thing")

4.      Use the Telephone Correctly for Good Service

5.      Use Friendly Web Sites and Electronic Communication

 

PART  II= INSIGHT

6.      Recognize and Deal with Customer Turnoffs

7.      Insight into Emerging Trends in Customer Service

 

PART III=FEEDBACK

8.      Get Customer Feedback

9.      Recover the Potentially Lost Customer

 

PART IV=EXPECTATIONS

10.  Exceed Expectations with Value

11.  Exceed Expectations with Information

12.  Exceed Expectations with Convenience and Timing

 

PART V= LIVING LIFE AND LEADING OTHERS

13.  Influencing Others to Give Great Service

Supplemental Materials

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

Rewards Program