The market-leader, Customer Service: A Practical Approach, Fifth Edition, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using an organized and concise layout, 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 quick quizzes, job link activities, team building exercises, and expanded challenge projects. Focusing on problem solving, communication strategies and self-assessment, it transcends superficial elements and pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.   

Chapter 1 What Is Customer Service?
Chapter 2 The Challenges of Customer Service
Chapter 3 Problem Solving
Chapter 4 Strategy for Formulating a Plan for Success
Chapter 5 Empowerment
Chapter 6 Communications in Customer Service
Chapter 7 Coping with Challenging Customers
Chapter 8 Motivation
Chapter 9 Leadership in Customer Service
Chapter 10 Customer Retention and Measurement of Satisfaction
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