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Customer Service Skills for Success

Brand: McGraw-Hill Education
ISBN 0073397113
EAN: 9780073397115
Category: Paperback (Marketing)
List Price: $78.67
Price: $63.99  (Customer Reviews)
You Save: $14.68 (19%)
Dimension: 9.50 x 7.75 x 0.75 inches
Shipping Wt: 1.60 pounds. FREE Shipping (Details)
Availability: In Stock
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Product Description

Not the Same Old Customer Service Textbook

Customer Service: Skills for Success uses 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 Success contains 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.


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