 | Customer Service: A Practical Approach (5th Edition) By Elaine K. Harris
Availability: Usually ships in 24 hours 84 new or used available from $6.36 Average customer review: (5 customer reviews) |
Product Description
The market-leader, Customer Service: A Practical Approach, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using an organized and concise layout, 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 quick quizzes, job link activities, team building exercises, and expanded challenge projects. Focusing on problem solving, communication strategies and self-assessment, it transcends superficial elements and pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.
- Amazon Sales Rank: #62569 in Books
- Published on: 2009-06-28
- Original language: English
- Number of items: 1
- Dimensions: .50" h x 7.90" w x 9.80" l, .85 pounds
- Binding: Paperback
- 192 pages
From the Publisher
In Customer Service: A Practical Approach, Harris develops (1) a thorough understanding of the customer service industry, (2) a working knowledge of current trends and the ability to interpret those trends, and (3) the fundamental abilities and strategies which lead to the successful implementation of customer service. The text's unique approach unfolds the dynamics of the customer service industry while providing exercises to develop the skills necessary to compete in it.
From the Back Cover
A #1 training and reference resources for companies nationwide, this informative guide provides users with (1) a thorough understanding of the customer service industry, (2) a working knowledge of current trends and the ability to interpret those trends, and (3) the fundamental abilities and strategies which lead to the successful implementation of customer service. Goes beyond providing reasons why customer service is important by defining proven methods for creating an environment that achieves excellence in customer service. Discusses such current issues as the rapid integration of technology and the multi-cultural marketplace, and emphasizes critical areas of skill-building essential to success, i.e., problem-solving and decision making, time management, human relations, leadership, and technology training. Discusses the changing marketplace; understanding the customer of the 21st century; embracing new technologies; call centers; customer service over the Internet; and enhancing service experiences and building customer loyalty. Offers new sections on reputation management, ethics in customer service, and understanding churn, and includes a perforated "Redi-reference card" at the end of the book containing highlights, key terms, and selected chapter illustrations. For customer service providers, business administrators, and marketing professionals.
About the Author
Elaine Harris grew up in Bartlesville, Oklahoma, and graduated from the University of Oklahoma with a Bachelor of Science in Arts and Sciences, majoring in Fashion Merchandising. The following year she graduated from the University of Central Oklahoma with her Master of Education degree in Adult and Secondary Education, majoring in Marketing Education.
Elaine has extensive experience in retail and retail management and began her teaching experience at Oklahoma Junior College in Tulsa, Oklahoma. In 1988 she began teaching Marketing and Fashion Merchandising at Tulsa Junior College in Tulsa, Oklahoma. The Tulsa marketplace began to attract jobs in the area of customer service and saw numerous call centers open for business. Elaine researched and created, with industry support, the Customer Service Program at Tulsa Community College. This program has assisted in the training of hundreds of customer-focused employees in the Tulsa metropolitan area. Elaine has served on several city and regional task forces to identify the training needs and to develop appropriate training to meet the growing customer service employee needs. Elaine currently serves as a consultant and is a frequent guest speaker and trainer in the areas of customer service and marketing throughout the region.
When she is not occupied with writing or consulting, Elaine stays busy with her two young children. She is also an encourager to her husband in his growing telecommunications management consulting business, Beacon Telecommunication Advisors, LLC.
Most helpful customer reviews
12 of 12 people found the following review helpful.Even for those who don't like to learn about customer sevice
By Katy Philips
i may sound a bit biased since she was my professor in college, but i thought this was one of the best textbooks that i have ever had! i am not going to sell it back 'cause i know it will come in handy in the future. i liked the fact that i wasn't being told that the "customer is always right" the entire book. instead i learned how to deal with the most difficult of customers! i have reccomended it to my boss and she will use it in training of new employees!
0 of 0 people found the following review helpful.Very Great!
By kcatalfano
This book was a great purchase! Great deal for college students paying for their own books. The book was also in great condition, just as the seller said.
0 of 1 people found the following review helpful.100% Satisfied
By Ange Diaz
It was my first second hand purchase here and I'm 100% Satisfied. Excellents prices, amazing value for money! I'm gonna recomended to all my relatives!
http://astore.amazon.com/amazon-book-books-20/detail/0135064333
| To Get Uninterrupted Daily Article(s) / Review(s) Updates; Kindly Subscribe To This BlogSpot:- http://Ziaullahkhan.BlogSpot.com Via "RSS Feed" Or "Email Subscription" Or "Knowledge-Center Yahoo Group". | |
| BlogSpot | |
| Other Sites Related To This Blog; Kindly Visit: | |
| Amazon Books | |
| Amazon Magazines | |
| Kindle Store | |
| Products | |
| Google+ | |
| Facebook Page | |
No comments:
Post a Comment