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21st Century Business: Customer Service, Student Edition

21st Century Business: Customer Service, Student Edition

ISBN 9780538740289
Edition 2
Publication Date
Publisher Cengage
Author(s)
Overview
1. Importance of Customer Service. The Service Advantage. The Customer's View. Customer Loyalty. 2. Customer Needs and Wants. Identify Customers. Discover Customers' Needs. Respond Effectively. 3. Interact with Customers. Communicate Face-to-Face. Service by Telephone. Written Interaction. 4. Support Customer Service. Develop a Partnership. Solve the Customer's Problem. Exceed Expectations. 5. Handle Difficult Situations. Soothe Upset Customers. Overcome Sales Resistance. Manage Stress. 6. Build Customer Relationships. Provide Exceptional Service. Company Loyalty Efforts. Value of Teamwork.
Overview
1. Importance of Customer Service. The Service Advantage. The Customer's View. Customer Loyalty. 2. Customer Needs and Wants. Identify Customers. Discover Customers' Needs. Respond Effectively. 3. Interact with Customers. Communicate Face-to-Face. Service by Telephone. Written Interaction. 4. Support Customer Service. Develop a Partnership. Solve the Customer's Problem. Exceed Expectations. 5. Handle Difficult Situations. Soothe Upset Customers. Overcome Sales Resistance. Manage Stress. 6. Build Customer Relationships. Provide Exceptional Service. Company Loyalty Efforts. Value of Teamwork.

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