Customer Service Skills for Success

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Walmart #: 9780073397115
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Paperback, McGraw-Hill College, 2011, ISBN13 9780073397115, ISBN10 0073397113

About this item

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: (1) The Profession, (2) Skills for Success, and (3). 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, www.mhhe.com/customerservice, along with many new activities, case studies, and other support material.

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Publisher: McGraw-Hill Higher Education
Publish Date: Jan 20, 2011
ISBN-13: 9780073397115
ISBN-10: 0073397113
Format: Paperback
Number of Pages: 416
Written in: ENG
Shipping Weight (in pounds): 1.6
Product in Inches (L x W x H): 10.0 x 8.1 x 0.7
Walmart No.: 9780073397115
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