The World of Customer Service, 3rd Edition by Pattie Gibson, Paperback, 9780840064240 | Buy online at The Nile
The World of Customer Service, 3rd Edition, 9780840064240
Paperback
Helps you teach your students exemplary customer service practices which is used by professionals in various types of organizations and demonstrate how these skills are critical to reaching company goals, dealing with problems and complaints, and satisfying customers.

The World of Customer Service, 3rd Edition

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$519.84

  • Paperback

    224 pages

  • Release Date

    19 June 2011

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Summary

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 servi…

Book Details

ISBN-13:9780840064240
ISBN-10:0840064241
Author:Pattie Gibson
Publisher:Cengage Learning, Inc
Imprint:South Western Educational Publishing
Format:Paperback
Number of Pages:224
Edition:3rd
Release Date:19 June 2011
Weight:500g
Dimensions:10mm x 210mm x 264mm
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Critics Review

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.

About The Author

Pattie Gibson

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.

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