(eBook PDF) The World of Customer Service 3rd Edition by Pattie Gibson – Digital Ebook – Instant Delivery Download
Product details:
- ISBN-10 : 0840064241
- ISBN-13 : 978-0840064240
- Author: Dr. Pattie Gibson
Master the exceptional customer service skills that are most important in all types of organizations today with the powerful, practical presentation in THE WORLD OF CUSTOMER SERVICE, 3rd Edition. This book demonstrates how effective customer services techniques can help readers and their organizations achieve critical goals, deal with problems and complaints, consistently exceed customer expectations, and create loyal customers. Readers focus on the strategies most important in customer service today with insights and memorable examples from practicing professionals. Several new chapters highlight how to maximize revenue and customer satisfaction, effectively solve problems and resolve complaints, and better understand the impact and potential of today’s social media. Future and practical professionals also gain new insights on establishing their own personal customer service habits for success in all areas of business.
Table contents:
PART 1: THE CUSTOMER SERVICE ENVIRONMENT
Ch 1: What is Customer Service?
Ch 2: The Global Customer
Ch 3: Exceptional Customer Service
Ch 4: Customer Service Strategy
PART 2: ESSENTIAL CUSTOMER SERVICE SKILLS
Ch 5: Critical Workplace Skills
Ch 6: Problem Solving
Ch 7: Extreme Customers and Customer Retention
Ch 8: Managing Customer Service
PART 3: COMMUNICATION SKILLS
Ch 9: Communication Essentials
Ch 10: Customer-Focused Listening
Ch 11: Nonverbal Communication, Dress, and Manners
Ch 12: Telephone and Digital Communication
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