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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.
- Sales Rank: #349329 in Books
- Published on: 2012-01-15
- Original language: English
- Number of items: 1
- Dimensions: 9.90" h x .80" w x 7.90" l, .83 pounds
- Binding: Paperback
- 192 pages
Most helpful customer reviews
0 of 0 people found the following review helpful.
Good book
By Amazon Customer
Boyfriend said it was helpful for his hvac classes and came quickly in the mail.
1 of 1 people found the following review helpful.
Nice Reading
By Mika
A lot of great concepts. I like that it is more up-to-date. The authors did a wonderful job in compiling this book.
0 of 0 people found the following review helpful.
Very easy to read and understand
By Crystal
Bought this for my Customer Service class. Very easy to read and understand.
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