Customer Service: A Customer Service Guide for the 21st Century (Third Edition)

Author: Robert W. Lucas (USA), Zhu Yingzi, Ai Fengyi
Publisher:
Publish Date: 2006-01-01
Features: The author has compiled 32 years of customer service experience and methods into this book, helping you to handle different types of customers and complex situations with ease, quickly improving your professional skills in all aspects of customer service, and ultimately laying a solid foundation for your career success. Whether you work in any industry or serve in any company, you are inevitably exposed to internal and external customers. This book introduces basic service skills that can help you achieve success in your career, including listening skills, verbal and non-verbal communication techniques, handling different types of customers, technology application, and mastering complex and changing situations. Through the study and summary of customer service management cases in this book, you can draw on experience and techniques, preparing you to enter the workforce as a senior, professional individual! Tests before and after each chapter are used to assess your understanding of the chapter content. Special text boxes are included in various parts of the book to introduce different management styles, helping you understand how to manage effectively. The book covers a wide range of issues, guiding you to focus on cultural factors that affect customer relationships and providing solutions to overcome these factors in practical work. "Application Search" extension exercises guide you to conduct deeper research outside of class, including visiting web links related to customer service and performing corresponding exercises.
Target Audience: This book is not only suitable for customer service personnel and sales staff directly involved in customer service but also for all business professionals who interact with people frequently, and even non-business professionals! It provides the various customer service concepts and techniques necessary for success in business activities at multiple levels. This includes listening skills, verbal and non-verbal communication techniques, handling customers with different behavioral styles, mastering complex and changing situations, and various skills in using office equipment and software. This book is a summary of the author's rich experience in management, human resources, and customer service over the past 32 years. Whether you are just entering the business world or already adept at handling customers and managing relationships with them appropriately, reading this book will improve your work performance and customer satisfaction. Compared to the second edition, the third edition provides more guidance and advice for customer service supervisors.
Target Audience: This book is not only suitable for customer service personnel and sales staff directly involved in customer service but also for all business professionals who interact with people frequently, and even non-business professionals!