ENGLISH

Customer service: a practical approach

By Harris , Elaine K

Book information

Publisher
Pearson Education Ltd
ISBN
1292040351, 1269374508, 9781292040356, 9781269374507
Language
english
Format
PDF
Filesize
2 MB (2585595 bytes)
Edition
6th ed. (International ediition)
Pages
194\198
Time added
2020-11-29 04:16:14
Business

Description

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, Sixth Edition, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, 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 Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships

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