(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
People also search:

the world of customer service 3rd edition

the world of customer service by pattie gibson-odgers 3rd edition

the world of customer service 3rd edition pdf

the world of customer service pdf

the world of customer service