Customer Service: A Practical Approach 6th Edition, ISBN-13: 978-0132742399


Customer Service: A Practical Approach 6th Edition, ISBN-13: 978-0132742399

[PDF eBook eTextbook]


  • Publisher: Pearson; 6th edition (January 5, 2012)
  • Language: English
  • 192 pages
  • ISBN-10: 013274239X
  • ISBN-13: 978-0132742399


The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, 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 Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.

Elaine Harris grew up in Bartlesville, Oklahoma, and graduated from the University of Oklahoma with a Bachelor of Science in Arts and Sciences, majoring in Fashion Merchandising. The following year she graduated from the University of Central Oklahoma with her Master of Education degree in Adult and Secondary Education, majoring in Marketing Education.

Elaine has extensive experience in retail and retail management and began her teaching experience at Oklahoma Junior College in Tulsa, Oklahoma. In 1988 she began teaching Marketing and Fashion Merchandising at Tulsa Junior College in Tulsa, Oklahoma. The Tulsa marketplace began to attract jobs in the area of customer service and saw numerous call centers open for business. Elaine researched and created, with industry support, the Customer Service Program at Tulsa Community College. This program has assisted in the training of hundreds of customer-focused employees in the Tulsa metropolitan area. Elaine has served on several city and regional task forces to identify the training needs and to develop appropriate training to meet the growing customer service employee needs. Elaine currently serves as a consultant and is a frequent guest speaker and trainer in the areas of customer service and marketing throughout the region.

When she is not occupied with writing or consulting, Elaine stays busy with her two young children. She is also an encourager to her husband in his growing telecommunications management consulting business, Beacon Telecommunication Advisors, LLC.

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