Customer Service A Practical Approach SIXTH EDITION Elaine K. Harris
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Customer Service A Practical Approach SIXTH EDITION Elaine K. Harris
CUSTOMER SERVICE A Practical ApproachSIXTH EDITIONELAINE K. HARRISXTH EDITIONCustomer ServiceA Practical ApproachElaine K. HarrisPEARSONBoston Columbu Customer Service A Practical Approach SIXTH EDITION Elaine K. Harris us Indianapolis New York San Francisco upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich Ibris Montreal Toronto Delhi Mexico City Sao Rnilo Sydney-Hong Kong Seoul Singapore Taipei TokyoEditorial Director. Vernon Anthony Executive Editor Gary Bauer Editorial Project Manager: Lin Customer Service A Practical Approach SIXTH EDITION Elaine K. Harris da Cupp Editorial Assistant Tanika I lenderson Director of Marketing: David (Resell Marketing Manager Stacey Martinez Senior Marketing Coordinator: AlCustomer Service A Practical Approach SIXTH EDITION Elaine K. Harris
icia Wozniak Senior Marketing Assistant: Les Roberts Production Manager: Holly Shufeldt Senior Art Director: Jayne Conte Cover Designer: Suzanne Duda CUSTOMER SERVICE A Practical ApproachSIXTH EDITIONELAINE K. HARRISXTH EDITIONCustomer ServiceA Practical ApproachElaine K. HarrisPEARSONBoston Columbu Customer Service A Practical Approach SIXTH EDITION Elaine K. Harris are Services Text Piintcr/Bindery: Edwards Brothers Cover Printer: I ehigh-Phoenix Color Corp.Credits and acknowledgments borrowed from other sources and reproduced, with permission, in this textbook appear on the appropriate page within the textCopyright Ỗ3 2013, 2010, 2007 by Pearson Education, In Customer Service A Practical Approach SIXTH EDITION Elaine K. Harris c. All rights reserved. Printed in the Lnited Stales of America. This publication is protected by Copyright arid permission should Ik- obtained from tCustomer Service A Practical Approach SIXTH EDITION Elaine K. Harris
he publisher prior to any prohib ited reproduction, storage in a retrieval system, or transmission in any form or by any means, electronic, mechanicalCUSTOMER SERVICE A Practical ApproachSIXTH EDITIONELAINE K. HARRISXTH EDITIONCustomer ServiceA Practical ApproachElaine K. HarrisPEARSONBoston Columbu Customer Service A Practical Approach SIXTH EDITION Elaine K. Harris Inc., Permissions Department, One Lake Street, Lipper Saddle River. New Jersey 07458 or you may fax your request to 201 236 3200.Many of the designations by manufacturers and seller to distinguish their products are claimed as trademarks. Where those designations appear in this book, and die publish Customer Service A Practical Approach SIXTH EDITION Elaine K. Harris er was aware of a trademark claim, the designations have been printed in initial caps or all caps.Library of Congress Cataloging-in-l’ublication DataHCustomer Service A Practical Approach SIXTH EDITION Elaine K. Harris
arris, Elaine K.Customer service: a practical approach / Elaine K. I larris. 6th cd. p. cm.Includes index.ISBN-13:978-0-13-274239-0 (alk. paper)ISBN-1CUSTOMER SERVICE A Practical ApproachSIXTH EDITIONELAINE K. HARRISXTH EDITIONCustomer ServiceA Practical ApproachElaine K. HarrisPEARSONBoston Columbu Customer Service A Practical Approach SIXTH EDITION Elaine K. Harris :078-0-13-274230-9[ BRIEF CONTENTS [Preface ixAbout the Author XV CHAPTER 1What Is Customer Service? 1 CHAPTER 2The Challenges of Customer Service14 CHAPTER 3Problem Solving 29CHAPTER 4Strategy for Formulating a Plan for Success CHAPTER 5Empowerment 62 CHAPTER 6Communications in Customer Service72 C Customer Service A Practical Approach SIXTH EDITION Elaine K. Harris HAPTER 7Coping with Challenging Customers89 CHAPTER 8Motivation 106 CHAPTER 9Leadership in Customer Service 12050CHAPTER 10 Customer Retention and MeaCustomer Service A Practical Approach SIXTH EDITION Elaine K. Harris
surement of Satisfaction CHAPTER 11 Technology and Customer Service 150 CHAPTER 12 Excellence in Customer Service 163 Glossary 170 Index 173CUSTOMER SERVICE A Practical ApproachSIXTH EDITIONELAINE K. HARRISXTH EDITIONCustomer ServiceA Practical ApproachElaine K. HarrisPEARSONBoston ColumbuCUSTOMER SERVICE A Practical ApproachSIXTH EDITIONELAINE K. HARRISXTH EDITIONCustomer ServiceA Practical ApproachElaine K. HarrisPEARSONBoston ColumbuGọi ngay
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