This is 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: The Profession, Skills for Success, and 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, along with many new activities, case studies, and other support material.
Publisher: McGraw-Hill Education - Europe ISBN: 9780073397115 Number of pages: 416 Weight: 721 g Dimensions: 254 x 205 x 17 mm Edition: 5th Revised edition
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