The World of Customer Service

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Author : Pattie Gibson


224 Pages  Paperback 

3rd Edition  |  Previous Editions: 2008, 2004

©2012, Published


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Introduce your students to the exemplary customer service skills that are essential in all types of organizations today with the powerful, practical and engaging presentation in Gibson's THE WORLD OF CUSTOMER SERVICE, 3rd Edition. This text demonstrates how effective customer service techniques can ... more


"BUSINESS IN ACTION" FEATURE KICKS OFF EACH CHAPTER WITH A DYNAMIC LOOK AT CONCEPTS IN PRACTICE WITHIN A REAL ORGANIZATION. Each chapter draws your students into the content by beginning with an engaging look at customer service principles at work within one of today's actual companies. Your student... more

New to this Edition

NEW CHAPTER ON CUSTOMER SERVICE STRATEGY DEMONSTRATES HOW TO MAXIMIZE REVENUE AND CUSTOMER SATISFACTION. This edition's fresh, new chapter on customer service strategy (Ch. 4) focuses on gathering customer intelligence and analyzing marketing and sales information in order to boost revenue and signi... more