Solution Manual for Customer Service: A Practical Approach, 6/E 6th Edition : 013274239X

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Product details:

• ISBN-10 ‏ : ‎ 013274239X
• ISBN-13 ‏ : ‎ 978-0132742399
• Author: Elaine Harris

The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.

Table of contents:

MODULE I: SELF-MANAGEMENT
1.      Attitude, Goal Setting and Life Management
2.      Personal Financial Management
3.      Time and Stress Management/Organization Skills
4.      Etiquette/Dress

MODULE 2: WORKPLACE BASICS
5.      Ethics, Politics, and Diversity
6.      Accountability and Workplace Relationships
7.      Quality Organizations and Service
8.      Human Resources and Policies

MODULE 3: RELATIONSHIPS
9.     Communication
10.   Electronic Communications
11.   Motivation, Leadership and Teams
12.   Conflict and Negotiation

MODULE 4: CAREER PLANNING TOOLS
13.   Job Search Skills
14.   Resumé Package
15.   Interview Techniques
16.   Career Changes

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