- Paperback: 304 pages
- Publisher: Prentice Hall; 1 edition (8 Aug 2003)
- Language English
- ISBN-10: 013028341X
- ISBN-13: 978-0130283412
- Product Dimensions: 25.2 x 20.1 x 1.3 cm
- Amazon Bestsellers Rank: 1,976,571 in Books (See Top 100 in Books)
- See Complete Table of Contents
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Product Description
Product Description
For courses in Customer Service, Marketing Principles in two-year vocational/technical schools, and related classes in Business Education.
This unique text uses a model with customers at its center, integrating an organization's service philosophy and strategy, its systems, and its people-management policies that enable it to succeed in the 21st century business environment. With its comprehensive coverage of customer service communication “best practices,”Customer Service” provides innovative concepts and techniques appropriate for both experienced and entry-level customer service providers.
From the Back Cover
Exceptional customer service leads to customer loyalty and retention and, ultimately, to organizational success. It happens whenever, wherever and however customers interact with the organization.
Strategy, Systems and People topics are presented in a manner that allows the reader to share experience, broaden perspectives and supplement existing skills.
Research and expert commentary substantiate and demonstrate the effects that make a difference to any organizations bottom line.
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2 reviews
0 of 1 people found the following review helpful
serving internal and external customers
13 Sep 2011
Format:Paperback|Amazon Verified Purchase
I received this item quicker than time given. It was in condition expected. Buying the books through Amazon, they were much cheaper than buying at the school. Thanks.
0 of 1 people found the following review helpful
Anne Swartzlander PWNS!!!!
3 Oct 2010
Format:Paperback
I was lucky enough to experience Anne Swartzlander Ph.D in the classroom at Pellissippi, she was the best college instructor that I EVER had, she is whitty, keen, and totally up on her marketing skills.
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