The World of Customer Service

ISBN-13: 9780840064240 / Angielski / Miękka / 2011 / 224 str.

Pattie Gibson Odgers

Opis

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.

Spis treści

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.

O autorze

For more than 30 years, Dr. Pattie Gibson has taught a variety of highly successful courses in computer applications and business systems to high school, community college, and university students in Arizona and overseas in West Berlin and Stuttgart, Germany.Dr. Gibson is currently an assistant professor in educational leadership at Northern Arizona University. She has written and co-authored several textbooks addressing office management and office skills as well as customer service. Dr. Gibson received her undergraduate and master's degrees from Arizona State University and her doctorate from Northern Arizona University.