The fourth edition of this best-selling customer service text has revised content
and added features to help identify common customer service issues and provide proven strategies to address them.
The focus of the ten-chapter book is to raise awareness, prompt thinking, give many step-by-step suggestions for
service improvement, and provide readers with a valuable reference for information on how your organization can
deliver service excellence. The information contained in the book will benefit you whether you are new to dealing
with others in a in a service environment or are more experienced with internal (e.g. coworkers or other employees)
and external (e.g. consumers, vendors, other end users of products, suppliers, businesses, dealers, and distributors)
customer encounters.
For educators who adopt the book as a textbook, there is a dedicated website with instructor notes,
PowerPoint® slides for each chapter, video vignettes to support classroom discussion, and a test bank of questions.
Contents
The Profession
Chapter 1 – The Customer Service Profession
Chapter 2 – Contributing to a Service Culture
Skills for Success
Chapter 3 – Verbal Communication Skills
Chapter 4 – Non-Verbal Communication Skills
Chapter 5 – Listening to the Customer
Building and Maintaining Relationships
Chapter 6- Customer Service and Behavior
Chapter 7 – Service Breakdowns and Service Recovery
Chapter 8- Customer Service in a Diverse World
Chapter 9 – Customer Service Via Technology
Chapter 10 Encouraging Customer Loyalty |
