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Test Bank Info:
ISBN-13: 978-0073397115 ISBN-10: 0073397113
Customer Service: Skills for Success uses a variety of activities and example to gain and hold readers’ interest while providing additional insights into the concepts and skills related to customer service. The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics. The fifth edition of Customer Service: Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers and case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented.
What others say about this product?
I felt this was a very through introduction to customer service. I really enjoyed the writing style; it was much easier to read than most other textbooks. The style was very personal, and I felt I could actually do something with the information I learned.