Customer Service: A Practical Approach, 2/e
Elaine K. Harris, Tulsa Community College
Published July, 1999 by Prentice Hall Career & Technology
Copyright 2000, 148 pp.
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Customer Service-Business Administration
Training and Development-Management
For undergraduate courses in Customer Service or Service
Marketing; also as a supplement for a course in Marketing Principles.
Tackling important issues facing customer service providers
and customer service managers today, this straightforward, easy-to-read
text provides students with: (1) a thorough understanding of the customer
service industry, (2) a working knowledge of current trends and the
ability to interpret those trends, and (3) the fundamental abilities
and strategies that lead to the successful implementation of customer
service. A #1 training and reference resource for numerous companies,
the text's unique approach unfolds the dynamics of the customer service
industry while providing exercises to develop the fundamental skills
necessary to compete in it. It places a special emphasis on self-assessment
and the mastery of the skills that together provide tangible evidence
of individual and corporate productivity.
a stock card at the end of the book that contains highlights, key
terms, and some illustrations from each chapter; perforated for easy
NEWDelivering Customer Service to the
Changing Marketplace (Ch.11)Includes discussions on the
changing marketplace; understanding the customer of the 21st century;
embracing new technologies; call centers; customer service over the
Internet; and enhancing service experiences and building customer
- Gives students a handy, fast reference they can use on
NEWExpanded coverage of the challenge
of customer service (Ch. 2)The Challenges of Customer
ServiceReputation Management describes the attempt
to identify how a company is perceived and establishes an action plan
to follow to maintain or enhance the reputation of the business.
- Provides students with valuable insight that alerts them
to anticipated changes and prepares them for the future of the customer
service industry helping to make them flexible problem solvers.
NEWSteps to Empowering Customer Service
Providers guidelines (Ch. 5).
- Helps students better understand the barriers inherent
in customer service.
NEWEthics in Customer ServiceFocuses
on tips for building customer satisfaction and conveying credibility
so that customer service providers can actively express believability
- Shows students that some of the most obvious barriers
to providing excellent customer service can be controlled by the customer
service providers themselves.
NEWBuilding Customer Intelligence
definition and guidelines (Ch. 6).
- Shows students how empowerment can positively impact
a provider's ability to serve the customer.
Contains formulas for determining churn rate, defection rate, and
customer lifetime value (Ch. 10).
- Helps students recognize the value of and key in on vital
customer intelligence skillssuch as attentive listening,
appropriate word usage, and proper voice inflectionthat can make
their message significantly more upbeat and professional.
Current issuesDiscusses the rapid integration
of technology, the multicultural marketplace, and more.
- Helps students understand what keeps a customer loyal,
and shows how to measure customers' satisfaction and keep customer
retention programs on target.
Proven methods for creating an environment that achieves
excellence in customer service.
- Encourages students to reach beyond the role of a basic
service provider and achieve excellence through lifelong learning.
Special emphasis on skill masteryConcentrates
on such skill-building areas as understanding expectations, problem-solving
and decision making, time management, listening, human relations,
leadership, customer retention, and technology training.
- Makes students aware of the key issues facing today's
customer service providers and managers so they can become better
customer service representatives.
Current terminologyCovers common language used
in the customer service industry with easy-to-understand examples.
- Shows students the critical areas of skill-building they
can work on and gives them ample opportunity to practice those skills
and highlight them in their résumés.
Solid pedagogy in each chapterIncludes Remember
This chapter-opening quotations that relate to the chapter's content;
Opportunities for Critical Thinking end-of-chapter questions
that reinforce the concepts discussed within the chapter; Skill
Building end-of-chapter exercises that develop important skills
required to become an excellent customer service provider; and Challenges
that provide periodic experiences in special customer service areas.
- Familiarizes students with industry lingo, giving them
a faster start on the job.
A progressive approachProgresses in a logical
sequence, establishing a base of skills and gradually building new
concepts from topics covered in previous chapters.
- Provides students with a carefully designed learning
methodology that allows them to pace themselves to achieve complete
understanding of a specific concept before moving on to another.
- Gets students thoroughly involved in the learning processsparks
their interest; engages them in active thinking; helps hone the skills
essential to career success; and enlightens them with many real-world
scenarios from the customer service industry, increasing their employability.
1. What Is Customer Service?
2. The Challenges of Customer Service.
3. Problem Solving.
4. Strategy for Formulating a Plan for Success.
6. Communications in Customer Service.
7. Coping with Challenging Customers.
9. Leadership in Customer Service.
10. Customer Retention and Measurement of Satisfaction.
11. Delivering Customer Service to the Changing Marketplace.
12. Excellence in Customer Service.
Sources of Other Information.