Customer Service: Student Book: Book 4 from DTR Inc.'s Work Readiness Certification Series; for the second edition of Customer Service

ISBN-13: 9781514147290 / Angielski / Miękka / 2015 / 104 str.

Jay Goldberg

Opis

This is the classroom book (no answers to the exercises, no chapter reviews) for Customer Service, the fourth book in Jay Goldberg's work readiness and customer service training program. The instructor should own a copy of Customer Service before their students purchase (or are provided with) a copy of this book. Customer Service can be purchased at online bookstores or at the book's web page https: //www.createspace.com/4137234. Customer Service's ISBN is 9781482012927. This book was written by a former Service Director for Citibank, and therefore, is an area of great expertise for the author. This book covers service from two perspectives. The first is to teach the value of providing superior customer service, to both the company's customers and to co-workers who rely on the work of others to complete their tasks. The second is to provide the readers with customer service skills they can take with them and start using immediately at work. The book starts with the concept of a customer-focused organization. From there it proceeds to identifying internal and external customers, the profit-side of customer service, and the importance and role of service measurements. After this, the book branches out to teach customer service skills. The skills taught include: improving service attitudes, active listening skills, conquering communication barriers, choosing words carefully, categorizing customer responses, telephone skills, dealing with difficult customers, and more.