""Customer Service: A Practical Approach 4e" by Elaine K. Harris"
Today's customer service providers and managers are more important
than ever to a company's bottom line. "Customer Service: A
Practical Approach 4e "was created to meet the growing need for
qualified customer service professionals. This practical
text-workbook focuses on the skills and strategies needed to build
and maintain customer service excellence. This revision retains
popular features from the previous edition like "Remember This"
chapter opening quotes and the "Redi-Reference: card that anyone
can use while on the job. Based on reviewer and user
recommendations, the following new features are incorporated in
this revision: NEW - Assignment material has doubled! Each chapter
now includes Quick Quizzes, Opportunities for Critical Thinking,
and Skill Building and Challenge Exercises. NEW - Key Terms are
highlighted in the chapter margins when first covered and are
listed and defined at the end of each chapter. NEW - "Team Time
"and "Job Link "boxes in each chapter provide additional discussion
and group activities. NEW - Chapter 11 "Technology and Customer
Service "is significantly updated to include:
- Foreign Call Center
- Updated Automatic Call Systems
- Online Bill Paying
- Online Conferencing
- Internet Telephony
Praise for Customer Service: A Practical Approach 4e: " "I believe
in this author. She has a lot to say and great experience to back
it up which makes for an engagin read."" Barbara Van Syckle,
Jackson Community College, MI ""The writing is very good. The
material is written at a level that is very appropriate for our
students, and I feel that our studentsdo like the readability of
the text."" Pat D. Tadlock, Horry-Georgetown Technical College, SC
Visit www.prenhall.com/harris for online support and additional
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