PDF Download The World of Customer Service, by Pattie Gibson-Odgers
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The World of Customer Service, by Pattie Gibson-Odgers
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For continued customer loyalty, every member of an organization needs to be involved in delivering excellent customer service. The World of Customer Service 2E teaches exemplary customer service tactics used by professionals in all types of organizations. Reflecting current concepts and tips, this practical text focuses on strategies for reaching company goals, dealing with problems and complaints, winning back customers, and creating loyal customers. It emphasizes the importance of effective communication and collaboration techniques with a wide range of customer-focused activities.
- Sales Rank: #1339309 in Books
- Brand: Brand: South-Western Cengage Learning
- Published on: 2007-03-22
- Original language: English
- Number of items: 1
- Dimensions: .37" h x 8.64" w x 10.84" l, 1.12 pounds
- Binding: Paperback
- 240 pages
- Used Book in Good Condition
Review
"From the student view point, the greatest strength of this textbook is its layout. It has very good overall coverage of all that is customer service. I like that it addressed the whole picture of customer service not that same old thing that the customer is always right."
"Material is straight-forward and easy to understand. Projects and case studies at the end of the chapters provide good exercises for class participation and encourage students to work well as a group and independently. The sequence of the chapters flows nicely from one topic to the next."
"I believe there are several improvements [in the second edition] that will improve the learning experience of the student. The text is concise and provides excellent hands-on learning activities."
"I use your book as a guide to teach material and as a resource so I don't need to develop every activity that we do. I like the readability and the length of this book. Students seem to enjoy it and they aren't overwhelmed by the information or quantity of material."
About the Author
For more than 30 years, Dr. Pattie Gibson has taught a variety of highly successful courses in computer applications and business systems to high school, community college, and university students in Arizona and overseas in West Berlin and Stuttgart, Germany. Dr. Gibson is currently an assistant professor in educational leadership at Northern Arizona University. She has written and co-authored several textbooks addressing office management and office skills as well as customer service. Dr. Gibson received her undergraduate and master's degrees from Arizona State University and her doctorate from Northern Arizona University.
Most helpful customer reviews
0 of 0 people found the following review helpful.
The world of Customer Service
By EmilyyJames
I loved this book honestly. It was super helpful in my degree and helped me learn a lot. I like the way the book is set up, which makes it easy to read and understand. But it didn't come in the condition it said it was. I bought it used which you can expect maybe a little wear because someone else used it but the seller said it was in perfect condition or like new. It was definitely far from. It was usable but the pages were super bent. It had writing in it all over, and a lot was highlighted. I would have preferred they said what it actually was like. I wanted to return it because it was frustrating to me that they lied but i needed it for school so i couldn't without missing homework.
0 of 0 people found the following review helpful.
Can't write much of a review. My class got ...
By Amazon Customer
Can't write much of a review. My class got canceled. From what I skimmed its basic learning that most people should know already about Customer Service
0 of 0 people found the following review helpful.
How to be a great Customer Service Representative
By vanessa
How to be a great Customer Service Representative
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