Average Reviews:
(More customer reviews)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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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.
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