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Customer Service: A Practical Approach (4th Edition) | 
 enlarge | Author: Elaine K. Harris
Publisher: Prentice Hall
Category: Book
List Price: $51.80
Buy Used: $25.00
You Save: $26.80 (52%)
New (27) Used (24) from $25.00
Rating:  1 reviews
Sales Rank: 201046
Media: Paperback
Edition: 4
Pages: 192
Number Of Items: 1
Shipping Weight (lbs): 1
Dimensions (in): 9.9 x 7.9 x 0.4
ISBN: 0131989375
Dewey Decimal Number: 658.812
EAN: 9780131989375
ASIN: 0131989375
Publication Date: April 3, 2006
Availability: Usually ships in 1-2 business days
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Product Description
For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles. The market-leader, Customer Service: A Practical Approach, Fourth Edition, 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.
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| Customer Reviews:
Even for those who don't like to learn about customer sevice December 7, 1999
Katy Philips (Tulsa, OK)
8 out of 8 found this review helpful
i may sound a bit biased since she was my professor in college, but i thought this was one of the best textbooks that i have ever had! i am not going to sell it back 'cause i know it will come in handy in the future. i liked the fact that i wasn't being told that the "customer is always right" the entire book. instead i learned how to deal with the most difficult of customers! i have reccomended it to my boss and she will use it in training of new employees!
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