|Customer Service: Career Success Through Customer Loyalty||
Customer Service: Career Success Through Customer Loyalty
For courses in Customer Service.
Customer Service: Career Success through Customer Loyalty, provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition features more on social networking, trustability, and customer service trends. Information is also included on internal customers, emerging technologies, and stress-reducing techniques. Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that yields loyalty and success.
This sixth edition shows the power of converting buyers into loyal customers and offers more on trustability, social networking, technology and case application.
New! In this updated edition readers will learn:
Expanded sections on social networking and technology investigatehow modern applications like Facebook, Twitter, and company websites impact customer service.
New material on 'trustability' cite how trust-building actions and policies enhance customer and employee loyalty.
A new ongoing case study asks students to select a hypothetical case in Chapter 1 and reflect on it throughout the text.
New Reorganization structures material more systematically around an easy-to-remember acronym: LIFE (Little Things, Insight, Feedback, Expectations).
Updated analysis of today's customers reveals what triggers their loyalty and sparks their buying decisions.