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Numéro d'article:
97768482
ISE Customer Service Skills for Success
85% des répondants recommanderaient ceci à un ami
Numéro d'article:
97768482
XOF 62259
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Discover tips for implementing proven customer service strategies that will set you apart in today's competitive landscape.
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Ce qui se démarque
Comprehensive Coverage
This edition thoroughly addresses a wide range of customer service skills, equipping readers with essential knowledge to handle various customer scenarios effectively.
Practical Techniques
The book provides actionable techniques and strategies that can be applied immediately, empowering individuals to improve their customer interactions and service delivery.
Updated Insights
With contemporary examples and case studies, this edition reflects the latest trends in customer service, preparing readers for the evolving demands of the industry.
Détails du produit
- Lucas’ top-selling and award-winning Customer Service 8e has been revised to reflect the demands of customer service today. Chapters are divided into three parts, focused on key aspects of customer service: 1) The Profession 2) Skills for Success, and 3) Building and Maintaining Relationships, and Retaining Customers. Throughout the text, readers discover tips for implementing proven customer service strategies, case scenarios, and activities to help apply concepts to real-world situations.Customer Service 8e addresses many market changes such as the impact of the COVID-19 pandemic, working in remote teams and greater focus on customers with disabilities with featuring several companies such as Amazon, Target, American Express and Chipotle. Students will practice putting concepts into action through our integration digital learning platform, Connect. Connect provides revised case analyses that challenge students to apply what they’ve learned to real-world scenarios featuring companies such as Zappos, Ben & Jerry’s, and Southwest Airlines. Additionally, Connect has role-playing application-based activities to help students demonstrate understanding of the key elements that will make customer interactions more successful and revised Language Toolkits geared toward helping students develop an understanding of key terms.
| Publisher | McGraw Hill |
| Publication date | April 20, 2022 |
| Edition | 8th |
| Language | English |
| Print length | 992 pages |
| ISBN-10 | 1265037531 |
| ISBN-13 | 978-1265037536 |
| Item Weight | 1.98 pounds (900 grams) |
| Dimensions | 8 x 0.8 x 10.6 inches (20.3 x 2 x 26.9 cm) |
À qui est-ce destiné ?
-
Customer Service Representatives
Ideal for professionals aiming to improve their communication and service techniques in customer-facing roles.
-
Service Industry Professionals
Useful for individuals in hospitality, retail, and other service sectors seeking effective customer interaction strategies.
-
Training Facilitators
Beneficial for trainers looking to equip their teams with essential service skills and approaches to customer relations.
-
Experienced Professionals
May not offer new insights for those already well-versed in advanced customer service techniques and strategies.
DESCRIPTION DU PRODUIT
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Questions et réponses des clients
-
question:
What topics are covered in the Customer Service 8e?
répondre: It covers customer service as a profession, essential skills, and strategies for building relationships. -
question:
How does the digital learning platform enhance learning?
répondre: It provides interactive case analyses and role-playing activities to apply concepts in real-world scenarios. -
question:
Is this edition updated for current trends?
répondre: Yes, it reflects changes due to the COVID-19 pandemic and a focus on serving diverse customer needs.
Marketing Editorial Review
**** The "ISE Customer Service Skills for Success 8th Edition" has garnered mixed reviews from users, reflecting a diverse range of experiences. Many customers appreciate the book's content, noting it serves as a valuable resource packed with insights and helpful techniques vital for mastering customer service. It seems to be particularly beneficial for students and professionals looking to deepen their understanding of essential customer interaction skills. Conversely, some readers express dissatisfaction with the book's length and perceived dullness, indicating that while the material may be informative, the delivery could be more engaging. This dichotomy showcases that while the book holds the potential to enrich knowledge, its appeal may hinge on individual reader preferences regarding format and engagement level. In summary, the "ISE Customer Service Skills for Success" serves as a solid educational tool for those committed to improving their customer service acumen, but it may not resonate with all readers, especially those seeking a more dynamic learning experience. **
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Avantages
- Valuable insights that can enhance professional and academic knowledge.
Les inconvénients
- Lengthy and potentially boring for some readers.
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Caractéristiques et avantages
- Revised edition addressing modern customer service demands.
- Covers essential skills for success and relationship building.
- Includes real-world scenarios and case studies from leading companies.
- Features a digital learning platform with practical applications.
- Emphasizes remote team collaboration and inclusivity.
- Integrates role-playing activities for enhanced understanding.
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