Customer Service: A Practical Approarch
Material type:
TextPublication details: London: Pearson Education, 2020Edition: 6thDescription: 193p.: ill.; 27cmISBN: - 978-1-29204-035-6
- 658.82
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Browsing IFM Main Campus Library shelves, Shelving location: Work Room processing, Collection: Non-fiction Close shelf browser (Hides shelf browser)
| 658.812 COO Customer Care Excellence: How to Create an Effective Customer Focus | 658.812 LUC Customer Service: Skills for Success | 658.82 HAR Customer Service: A Practical Approarch | 658.82 HAR Customer Service: A Practical Approarch | 658.82 HAR Customer Service: A Practical Approarch | 658.83 EAS Marketing Research: Concepts, Practices, and Cases | 658.83 EAS Marketing Research: Concepts, Practices, and Cases |
TABLE OF CONTENTS:
1. Glossary 1
2. What Is Customer Service? 5
3. The Challenges of Customer Service 19
4. Problem Solving 35
5. Strategy for Formulating a Plan for Success 57
6. Empowerment 71
7. Communications in Customer Service 83
8. Coping with Challenging Customers 101
9. Motivation 119
10. Leadership in Customer Service 135
11. Customer Retention and Measurement of Satisfaction 153
12. Technology and Customer Service 169
13. Excellence in Customer Service 183
14. Index 191