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Hardback/ Paperback
Paperback / softback

Customer Service Skills for Success

5th Edition
Publication Date: Jan 20, 2011
ISBN:0073397113 / 9780073397115
Language: English
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Imprint: McGraw-Hill Humanities/Social Sciences/Languages Publisher: McGraw-Hill Education Dimensions: 10 X 8.1 Inches (US)
Main Description
Not the Same Old Customer Service Textbook

Customer Service: Skills for Success uses a variety of activities and example to gain and hold readers’ interest while providing additional insights into the concepts and skills related to customer service.

The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics.

The fifth edition of Customer Service: Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers and case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented. For users of previous editions, you will note a streamlined approach where we have combined material from several previous chapters. If you need the chapters on Time and Stress Management, they can be found on our Web site,, along with many new activities, case studies, and other support material.

Part One – The Profession

Chapter 1 – Customer Service Profession

Chapter 2 – Contributing to the Service Culture

Part Two – Skills for Success

Chapter 3 – Verbal Communication Skills

Chapter 4 - Nonverbal Communication

Chapter 5 – Listening to the Customer

Part Three – Building and Maintaining Relationships

Chapter 6 – Customer Service and Behavior

Chapter 7 – Service Breakdowns and Service Recovery

Chapter 8 - Customer Service in a Diverse World

Chapter 9 – Customer Service via Technology

Chapter 10 – Encouraging Customer Loyalty

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