AUTHORS: Gibson, Pattie - ©2012
Master the exceptional customer service skills that are most important in all types of organizations today with the powerful, practical presentation in THE WORLD OF CUSTOMER SERVICE, 3rd Edition. This text demonstrates how effective customer service techniques can help you and your organization achieve critical goals, deal with problems and complaints, consistently exceed customer expectations, and create loyal customers. This edition focuses on the strategies most important in customer service today with insights and memorable examples from practicing professionals. Several new chapters highlight how to maximize revenue and customer satisfaction, effectively solve problems and resolve complaints, and better understand the impact and potential of today’s social media. You also gain new insights on establishing your own personal customer service habits for success. You learn the importance of effective global communication and collaboration techniques as you practice the concepts you’ve learned with a wide range of real customer-focused activities and actual business cases. A new, optional CourseMate website reinforces concepts with interactive learning tools, including a complete eBook. Rely on THE WORLD OF CUSTOMER SERVICE, 3rd Edition to help you develop the customer service skills most essential for professionals in all areas of business today.
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