A #1 training and reference resources for companies nationwide, this informative guide provides users with (1) a thorough understanding of the customer service industry, (2) a working knowledge of current trends and the ability to interpret those trends, (3) the fundamental abilities and strategies which lead to the successful implementation оеъцг of customer service Goes beyond providing reasons why customer service is important by defining proven methods for creating an environment that achi excellence in customer service Discusses such current issues as the rapid integration of technology and the multi-cultural marketplace, and emphasizes critical areas of skill-building essential to success, i e , problem-solving and decision making, timeagement, human relations, leadership, and technology training Discusses the changing marketplace; understanding the customer of the 21st century; embracing new technologies; call centers; customer service over the Internet; and enhancing service experienand building customer loyalty Offers new sections on reputation management, ethics in customer service, and understanding churn, and includes a perforated Redi-reference card at the end of the book containing highlights, key terms, and selecthapter illustrations For customer service providers, business administrators, and marketing professionals.  Это издание2006 г Мягкая обложка, 192 стр ISBN 0131989375.