Customer Service: A Practical Approach, 6th edition
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Customer Service will help you achieve customer service excellence. The text offers an extensive collection of activities to get you hands-on with problem-solving and communication strategies. You'll also learn to use technology to improve and sustain customer satisfaction and business relationships.
Published by Pearson (July 14th 2021) - Copyright © 2013
Category: Introduction to Entrepreneurship
Table of contents
1. What is Customer Service?
2. The Challenges of Customer Service
3. Problem Solving
4. Strategy for Formulating a Plan for Success
6. Communications in Customer Service
7. Coping with Challenging Customers
9. Leadership in Customer Service
10. Customer Retention and Measurement of Satisfaction
11. Technology and Customer Service
12. Excellence in Customer Service
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