Customer Service: A Practical Approach

By Elaine K. Harris

Book Overview

The market-leader , Customer Service: A Practical Approach, Sixth Edition, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, 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 Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.

• Format: Paperback
• Language: English
• ISBN: 013274239X
• ISBN13: 9780132742399
• Release Date: January 2012
• Publisher: Pearson
• Length: 192 Pages
• Weight: 1.39 lbs.
• Dimensions: 0.5" x 7.9" x 9.9"

Customer Reviews

Class book

This product was received in excellent condition very quickly ... helped my department keep within budget and meet schedule! THANK YOU!

Even for those who don't like to learn about customer sevice

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!