Tackling important issues facing customer service providers and customer service managers today, this straightforward, easy-to-read text provides students with: (1) a thorough understanding of the customer service industry, (2) a working knowledge of current trends and the ability to interpret those trends, and (3) the fundamental abilities and strategies that lead to the successful implementation of customer service. A no.1 training and reference resource for numerous companies, the text's unique approach unfolds the ...
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Tackling important issues facing customer service providers and customer service managers today, this straightforward, easy-to-read text provides students with: (1) a thorough understanding of the customer service industry, (2) a working knowledge of current trends and the ability to interpret those trends, and (3) the fundamental abilities and strategies that lead to the successful implementation of customer service. A no.1 training and reference resource for numerous companies, the text's unique approach unfolds the dynamics of the customer service industry while providing exercises to develop the fundamental skills necessary to compete in it. It places a special emphasis on self-assessment and the mastery of the skills that together provide tangible evidence of individual and corporate productivity. For undergraduate courses in Customer Service or Service Marketing; also as a supplement for a course in Marketing Principles. *NEW - Redi-reference card - Attaches a stock card at the end of the book that contains highlights, key terms, and some illustrations from each chapter; perforated for easy removal *NEW - Delivering Customer Service to the Changing Marketplace - Includes disc
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Very Good. Very Good condition. 6th edition. A copy that may have a few cosmetic defects. May also contain light spine creasing or a few markings such as an owner's name, short gifter's inscription or light stamp.
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