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David MitchellDavid Mitchell's newest mind-bending, time-skipping novel may be his most accomplished work yet. Written in six sections, one per decade, The Bone... Continue »
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    The Bone Clocks

    David Mitchell 9781400065677

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Customer Service: Skills for Success

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Customer Service: Skills for Success Cover

 

Synopses & Reviews

Publisher Comments:

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.

Product Details

ISBN:
9780073397115
Author:
Lucas, Robert
Publisher:
McGraw-Hill Companies
Author:
Lucas, Robert W.
Author:
Cram101 Textbook Reviews
Subject:
Business-Customer Service
Subject:
Education-General
Publication Date:
20110131
Binding:
TRADE PAPER
Language:
English

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