Customer Service: Career Success Through Customer Satisfaction - Couverture souple

Timm, Paul R.

Couverture souple

ISBN 10 : 0131779966 ISBN 13 : 9780131779969

Editeur : Pearson, 2004

Synopsis

For undergraduate courses in Customer Service, Customer Relations, and Human Relations.

Continuing the tradition as a best-seller, this book ties together the best information from trade books and textbooks, and then adds a clear and usable process for developing the kinds of skills, attitudes, and thinking patterns needed to win customer loyalty in any occupation. Students will be exposed to methods of improving customer loyalty through written messages, telephone techniques, and building websites. The third edition includes all forms of current technology to make this the most up-to-date text on the market. 

Also available from Paul Timm:  Technology and Customer Service (ISBN: 0-13-098990-8) (copyright 2005)

A propos du livre

Biographie de l'auteur

I’ve had the privilege of writing more than 30 books on a variety of topics dealing with challenges managers and career-oriented people deal with every day. My books on customer loyalty, human relations, management communication, and self-management have been translated into more than a dozen languages and sell worldwide. I have also written and appear in a series of videotape training programs produced by Jack Wilson & Associates (www.JWAvideo.com).

 

My writing is based on more than 30 years experience as a professor, trainer, consultant and entrepreneur. I have held positions with large companies (Xerox and Bell South) and have led small organizations such as Prime Learning, Inc. I also served in a helicopter company in the US Army in Vietnam.

 

For fun I run (marathons and triathlons), play golf, read, and enjoy observing the kinds of customer service people give–or, more often, fail to give.

 

I strongly believe that no arena offers as much opportunity for your professional advancement as does the field of customer service and loyalty. And with the skills taught in this book, you will greatly enhance your ability to build and sustain your greatest asset–your relationships with loyal, committed customers and employees–through exceptional service.

Présentation de l'éditeur

For undergraduate courses in Customer Service, Customer Relations, and Human Relations.

Continuing the tradition as a best-seller, this book ties together the best information from trade books and textbooks, and then adds a clear and usable process for developing the kinds of skills, attitudes, and thinking patterns needed to win customer loyalty in any occupation. Students will be exposed to methods of improving customer loyalty through written messages, telephone techniques, and building websites. The third edition includes all forms of current technology to make this the most up-to-date text on the market. 

Also available from Paul Timm:  Technology and Customer Service (ISBN: 0-13-098990-8) (copyright 2005)

Détails de l'édition

• Éditeur: Pearson
• Date d'édition: 2004
• Langue: anglais
• ISBN 10: 0131779966
• ISBN 13: 9780131779969
• Reliure: Broché
• Numéro d'édition: 3
• Nombre de pages: 240
• Coordonnées du fabricant: non disponible
• Personne responsable: Riccardo Bacigalupo; riccardo.bacigalupo@sanoma.it; ; Sanoma Italia Via Arconati, 1 �; Milano; 20135; Italie