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Customer Service: A Practical Approach (5th Edition)

Customer Service: A Practical Approach (5th Edition)
Author: Elaine K. Harris
ISBN 13: 9780135064337
ISBN 10: 0135064333
Edition: 5
Publisher: Prentice Hall
Publication Date: 2009-06-28
Format: Paperback
Pages: 192
List Price: $66.80

The market-leader, Customer Service: A Practical Approach, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using an organized and concise layout, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new quick quizzes, job link activities, team building exercises, and expanded challenge projects. Focusing on problem solving, communication strategies and self-assessment, it transcends superficial elements and pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.