Customer Service: Career Success through Customer Loyalty, 6e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition features more on social networking, trustability, and customer service trends. Information is also included on internal customers, emerging technologies, and stress-reducing techniques. Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that yields loyalty and success.
Paul R. Timm
Most Helpful Customer Reviews
Sadly, for a customer service book, it may not serve you well because the errors in it are distracting. As an example, in the "Another Look" section on page 112 reads, "Five Ways to Make the Most of Customer Insights" and in the initial paragraph it says, "IBM Corporation and the Pepper and Rodgers Group identify six ways companies can sharpen and focus their insights," yet it lists only four. The mistakes also range from grammatical to missing words. The book bothers me so badly that I want to edit it and then mail it to the publisher. I feel strongly about this because it teaches people about delivering "A-plus" products, services, information etc. But, then again, this is probably how it comes up with other editions.
I bought this book for school and read one paragraph and already hate it. Look this is nothing more than a common sense guide to bull s***ting your customers. You will learn nothing from this book, but college requires it so buy from an independent seller and help them recoup the loss from their college degree.
It is an ok textbook. I got the e-textbook version and was able to use it on my smartphone and laptop. Also, this was for a college class. We had 3 tests and it allowed me to search through the text for the answers to all the copied questions. I mean 90% of the questions were exact words from the book. So I am really glad that it helped me out in that way vs. trying to look for every single answer in an actual textbook.
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