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Harris, E.K. () Customer Service: A Practical. Approach, 5th edn, Pearson Education/Prentice Hall,. UpperSaddleRiver,NJ. Heskett, J.L. ^^online pdf format Customer Service: A Practical Approach (6th Edition), ^^ Action exercises and coverage of the latest trends in the customer service field.. ^^Download PDF FILE Data Quality: The Accuracy Dimension (The Morgan Kaufmann. Trove: Find and get Australian resources. Books, images, historic newspapers, maps, archives and more.
Share a link to All Resources. Includes more on ethical practices, the trend toward customer self sufficiency, and the importance of expression of appreciation. Views Total views. Pearson offers special pricing when you package your text with other student resources. If you're interested in creating a cost-saving package for your students, contact your Pearson rep. What is Customer Service? Technology and Customer Service— appears in this edition.
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PDF Customer Service: A Practical Approach 6th Edition 2. A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating 3.
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 4. Action exercises and coverage of the latest trends in the customer service field..
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Now customize the name of a clipboard to store your clips. Visibility Others can see my Clipboard. Cancel Save. Customer Service: A Practical Approach, 6th Edition. Elaine K. Harris, Tulsa Junior College.
New to This Edition. Covers the latest technology Facebook, Twitter, YouTube, texting being used by companies to improve customer service and response.
Gives students a chance to consider ethical issues they are likely to encounter in the customer service field. Includes more on ethical practices, the trend toward customer self sufficiency, and the importance of expression of appreciation.
Offers exercises that integrate multiple skill sets such as letter writing, preparing a purpose statement, collecting research, preparing a well written research paper, writing a proposal, creating a fact sheet, designing a recognition form and more!
Allows students to hear what works and doesn't work as companies strive to provide excellent customer service.
Table of Contents 1. The Challenges of Customer Service 3.
Problem Solving 4. Strategy for Formulating a Plan for Success 5. Empowerment 6. Communications in Customer Service 7. Coping with Challenging Customers 8.
Motivation 9. Leadership in Customer Service Customer Retention and Measurement of Satisfaction Technology and Customer Service Excellence in Customer Service.
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Websites and online courses. Other Student Resources. Previous editions. A Practical Approach, 5th Edition. Relevant Courses.
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