KlappentextFor 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, 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.
ISBN/GTIN978-1-292-04035-6
Type de produitLivre
Type de reliureCartonné
Pays de publicationRoyaume-Uni
Année de parution2013
Date de parution01.11.2013
Edition6. A.
Pages200 Seiten
LangueAnglais
DimensionsBreite 216 mm, Höhe 279 mm, Dicke 11 mm
Poids520 g
BZ n°15668820
