Average Reviews:
(More customer reviews)Even though I have only just begun using this book, I do find that it is very useful. There are a lot of things in this book that are common sense stuff,, especially if you already have worked in customer service, but I think that everybody should read this book to know how to work and deal with the public. Buying it from Amazon.com saved me almost $40 compared to the cost at the college book store. I know that I will be searching to buy my books from here over the college from now on if they are available.
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Not the Same Old Customer Service Textbook
Customer Service: Skills for Success uses a variety of activities and example to gain and hold readers' interest while providing additional insights into the concepts and skills related to customer service.
The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics.
The fifth edition of Customer Service: Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers and case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented. For users of previous editions, you will note a streamlined approach where we have combined material from several previous chapters. If you need the chapters on Time and Stress Management, they can be found on our Web site, www.mhhe.com/customerservice, along with many new activities, case studies, and other support material.
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