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The World of Customer Service

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CONTENTS
Part 1 The Customer Service Environment
Chapter 1 What is Customer Service?
Chapter 2 The Global Customer
Chapter 3 Exceptional Customer Service
Chapter 4 Customer Service Strategy

Part 2 Essential Customer Service
Chapter 5 Critical Workplace Skills
Chapter 6 Problem Solving
Chapter 7 Extreme Customers and Customer Retention
Chapter 8 Managing Customer Service

Part 3 Communication Skills
Chapter 9 Communication Essentials
Chapter 10 Customer-Focused Listening
Chapter 11 Nonverbal Communication, Dress, and Manners
Chapter 12 Telephone and Digital Communication

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Availability

5555132202

R 658.812 GIB w

Pusat (Reference)

Available but not for loan - No Loan

Detail Information

Series Title

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Call Number

R 658.812 GIB w

Publisher

Ohio : Cengage Learning., 2012

Collation

ix, 210p.; 21.5 x 27.5 cm.

Language

English

ISBN/ISSN

978-0-8400-6424-0

Classification

658.812

Content Type

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Media Type

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Carrier Type

-

Edition

3

Subject(s)

CUSTOMER SERVICES

Specific Detail Info

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Statement of Responsibility

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