Customer Service: A Practical Approach

Tackling important issues facing customer service providers and customer service managers today, this straightforward, easy-to-read book provides readers with: (1) a thorough understanding of the customer service industry, (2) a working knowledge of current trends and the ability to interpret those trends, and (3) the fundamental abilities and strategies that lead to the successful implementation of customer service. A #1 training and reference resource for numerous companies, the book's unique approach unfolds the dynamics of the customer service industry while providing exercises to develop the fundamental skills necessary to compete in it. It places a special emphasis on self-assessment and the mastery of the skills that together provide tangible evidence of individual and corporate productivity. Chapter topics discuss what customer service is, its challenges, problem solving, strategy and formulating a plan for success, empowerment, communications in customer service, coping with challenging customers, motivation, leadership in customer service, customer retention and measurement of satisfaction, delivering customer service to the changing marketplace, and excellence in customer service. For customer service representatives and managers.


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