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CUSTOMER SERVICE. CAREER SUCCESS THROUGH CUSTOMER SATISFACTION
TIMM P. wydawnictwo: PH , rok wydania 2000, wydanie I cena netto: 270.00 Twoja cena 256,50 zł + 5% vat - dodaj do koszyka 2/e
Paul R. Timm, The Marriot
School of Management, Brigham Young University
Copyright 2001, 223 pp. Paper format ISBN 0-13-085959-1
Summary
For undergraduate courses in
Customer Service, Human Relations, and Supervision offered by Marketing or Business
Administration Departments.
This practical, real-world
text presents the skills essential for success in customer service. It brings together a
wealth of the best information from professional books and academic textbooks, and the
authors broad consulting experience.
Features
- NEW-Added
information on use of the Internet.
- Helps
students make optimum use of the Internet in the learning process.
- NEW-New
cases are added.
- Provides
students with real, relevant, and updated scenarios.
- NEW-25%
new problems are included.
- Offers
students added opportunities of review and application of material in discussion.
- A
clear, usable process is employed for developing the skills, attitudes, and thinking
patterns needed to win customer satisfaction and loyalty.
- Helps
students to develop the tools for dealing with unhappy customers, creating loyalty, and
empowering the service process.
- Several
Important Pedagogical Aids are included-Learning Objectives help students focus on the
specific skills to be learned; The Way It Is feature opens each chapter with practical
examples of real situations; Service Snapshots show students real people doing the skills
discussed in the text; Another Look articles reinforce for students ideas from another
perspective; Margin notes highlight for students key information throughout each chapter;
Self-evaluations help students get involved in the material; and Application Activities at
the end of each chapter challenge students to apply the information learned.
Table Of Contents
1. Fostering Positive
Attitudes.
2. Recognize and Deal with Customer Turnoffs.
3. Deal with Dissatisfied Customers.
4. Exceed Customer Expectations.
5. Use Behaviors That Win Customer Loyalty.
6. Get Others to Give Great Service.
7. Apply Winning Telephone, E-mail, and Website Techniques.
8. Use Written Messages.
9. Understanding the One-to-One Customer Future.
Appendix: How to Lead or Participate in an E-Plus Idea-Generating Meeting.
Index.
Po otrzymaniu zamówienia poinformujemy,
czy wybrany tytuł polskojęzyczny lub
anglojęzyczny jest aktualnie na półce księgarni.
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