Teach your students exemplary customer service practices used by professionals in all types of organizations and demonstrate how these skills are critical to reaching company goals, dealing with problems and complaints, and satisfying customers. INDICE: Part I: THE CUSTOMER SERVICE ENVIRONMENT. 1. What is Customer Service? 2. The Global Customer. 3. Exceptional Customer Service. 4. Customer Service Strategy. Part II: ESSENTIAL CUSTOMER SERVICE SKILLS. 5. Critical Workplace Skills. 6. Problem Solving. 7. Extreme Customers and Customer Retention. 8. Managing Customer Service. Part III: COMMUNICATION SKILLS. 9. Communication Essentials. 10. Customer-Focused Listening. 11. Nonverbal Communication, Dress, and Manner. 12. Phone and Digital Communication.
- ISBN: 978-0-8400-6424-0
- Editorial: South Western College
- Encuadernacion: Rústica
- Páginas: 240
- Fecha Publicación: 05/07/2011
- Nº Volúmenes: 1
- Idioma: Inglés