Customer Service : A Practical Approach

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  • Edition: 5th
  • Format: Paperback
  • Copyright: 2010-01-01
  • Publisher: Prentice Hall
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For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles.

The market-leader, Customer Service: A Practical Approach, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using an organized and concise layout, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture.

This edition features a revised chapter on technology, new quick quizzes, job link activities, team building exercises, and expanded challenge projects. Focusing on problem solving, communication strategies and self-assessment, it transcends superficial elements and pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.

In Customer Service: A Practical Approach, Harris develops:

(1) a thorough understanding of the customer service industry,

(2) a working knowledge of current trends and the ability to interpret those trends, and

(3) the fundamental abilities and strategies which lead to the successful implementation of customer service.

The text's unique approach unfolds the dynamics of the customer service industry while providing exercises to develop the skills necessary to compete in it.

Table of Contents

Prefacep. ix
About the Authorp. xiv
What Is Customer Service?p. 1
Customer Service Is Important!p. 2
What Is Customer Service?p. 2
Understanding of Satisfactionp. 2
Why Is Excellent Customer Service So Rare?p. 3
Five Needs of Every Customerp. 5
External and Internal Customersp. 6
Customer Attributesp. 8
Cost of Losing a Customerp. 8
The Challenges of Customer Servicep. 14
Elements of Successp. 15
Barriers to Excellent Customer Servicep. 15
Power of Perceptionsp. 16
Understanding Expectationsp. 16
Levels of Expectationsp. 17
Scope of Influencep. 18
Reputation Managementp. 19
Techniques for Exceeding Customers' Expectationsp. 20
Keys to Credibilityp. 21
Importance of Valuesp. 22
Ethics in Customer Servicep. 23
Current Status of Customer Servicep. 23
New Trends in Customer Servicep. 24
Problem Solvingp. 29
Role of Problem Solving in Customer Servicep. 30
Creativity and Problem Solvingp. 31
Problems as Opportunitiesp. 31
Confronting Conflictp. 31$$ Page mi
Power of Eye Contactp. 80
Appeal to the Senses in Communicationp. 80
Communication and Technologyp. 80
Coping with Challenging Customersp. 89
Who Are Challenging Customers?p. 90
Why Are Customers Challenging?p. 90
Are You Creating Challenging Customers?p. 91
Characteristics of Challenging Customers?p. 92
Respect: A Classic Idea That Still Works!p. 98
Understanding the Positive Power of Empathyp. 99
Responsibility Checkp. 99
What to Do When You Are Wrongp. 100
Six Super Ways to Cope with Challenging Customersp. 101
Payoffs of Coping with Challenging Customersp. 101
Motivationp. 106
What Is Motivation?p. 107
Needs and Wantsp. 108
Motivating Factorsp. 109
Understanding of Moralep. 110
Self-Concept and Motivationp. 111
Power of Self-Motivationp. 116
Teamworkp. 117
Methods of Saying Thank You and Motivating Othersp. 117
Leadership in Customer Servicep. 121
Leadership Definedp. 122
Know Thyselfp. 123
Formal and Informal Leadersp. 124
Coach or Counselorp. 125
Characteristics of Excellent Leadersp. 126
Leadership and Goalsp. 127
Creation of a Customer Service Culturep. 129
Benefits of Job Aidsp. 129
Leadership Without Positionp. 131
Your Boss Is Your Customer Too!p. 132
Customer Retention and Measurement of Satisfactionp. 138
What Is Customer Retention?p. 139
Value of Existing Customersp. 139
Understanding Churnp. 141
How to Tell If You Need to Improve Your Customer-Retention Programsp. 142
Development of a Customer-Retention Programp. 142
Measurement of Satisfactionp. 143
Sources of Informationp. 145
Benefits of Measuring Your Effectivenessp. 146
Tips for Realistically Determining Your Effectivenessp. 147
Why Surveys Do Not Always Reflect Realityp. 147
Ideas for Evaluating Your Own Performancep. 148
What Measurement of Satisfaction Means to Your Businessp. 149
Technology and Customer Servicep. 153
Today's Changing Marketplacep. 154
Understanding the Customer of the Twenty-First Centuryp. 154
Embracing New Technologiesp. 155
Call Centersp. 156
Customer Service over the Internetp. 158
Enhancing Service Experiences and Building Customer Loyaltyp. 161
Excellence in Customer Servicep. 165
Excellence Is the Goalp. 166
What's Happening in the "Real World?"p. 166
Getting Startedp. 171
Rewards of Providing Excellent Customer Servicep. 171
Glossaryp. 173
Indexp. 176
Table of Contents provided by Ingram. All Rights Reserved.

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fabulous March 13, 2011
First of all, I want to say that this book was a great purchase. The book was in a great condition and the price is low and suitable for students paying for their own books. It covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This was one of the best textbooks that I have ever had read.
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Customer Service : A Practical Approach: 4 out of 5 stars based on 1 user reviews.

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