Customer Service

Tackles the important issues–facing customer service providers and managers today. http://www.dropshippers.co.za/

• Addresses content most critical to the delivery of excellent customer service such as problem solving, strategy, empowerment, communications, motivation, leadership, customer retention, and technology.
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Explains ten characteristics of challenging customers–in chapter 7. http://www.dropshippers.co.za/

• Helps readers predict problems they may encounter and prepares them to use the tools of empathy and respect to improve and resolve these challenging situations.
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Offers an extensive collection of activities–throughout the text. http://www.dropshippers.co.za/

• Gives students numerous ways to develop skills and conduct self-assessments.
• Saves instructors time on class preparation.
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Table of Contents

1. What is Customer Service? 2. The Challenges of Customer Service 3. Problem Solving 4. Strategy for Formulating a Plan for Success 5. Empowerment 6. Communications in Customer Service 7. Coping with Challenging Customers 8. Motivation 9. Leadership in Customer Service 10. Customer Retention and Measurement of Satisfaction 11. Technology and Customer Service 12. Excellence in Customer Service
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