The World of Customer Service
By Pattie Gibson
About your course materials
Introduce your students to the exemplary customer service skills that are essential in all types of organizations today with the powerful, practical and engaging presentation in Gibson's THE WORLD OF CUSTOMER SERVICE, 3rd Edition. This text demonstrates how effective customer service techniques can help your students and their organizations achieve critical goals, deal with problems and complaints, consistently exceed customer expectations, and create loyal customers.
Author Pattie Gibson focuses on the strategies most important in customer service today with insights and memorable examples from practicing professionals. Several new chapters in this edition highlight how to maximize revenue and customer satisfaction, effectively solve problems and resolve complaints, and better understand the impact and potential in today's social media. Students also gain new insights into establishing their own effective customer service habits.
This edition emphasizes the importance of effective global communication and collaboration techniques with a wide range of real customer-focused activities and actual business cases. The new, optional CourseMate website for this edition reinforces concepts with interactive learning tools, including a complete eBook, videos and the unique Engagement Tracker for monitoring student outcomes. Help your students develop the customer service skills essential for professionals in all areas of business today with THE WORLD OF CUSTOMER SERVICE, 3rd Edition.
Frequently asked questions
How do I enroll in or join my course?
How do I redeem an access code, or what if my code isn't working?
Why can't I access my course?
Where can I find my eBook or textbook?
What if I don't have access to my course materials yet?
About this product
Introduce your students to the exemplary customer service skills that are essential in all types of organizations today with the powerful, practical and engaging presentation in Gibson's THE WORLD OF CUSTOMER SERVICE, 3rd Edition. This text demonstrates how effective customer service techniques can help your students and their organizations achieve critical goals, deal with problems and complaints, consistently exceed customer expectations, and create loyal customers.
Author Pattie Gibson focuses on the strategies most important in customer service today with insights and memorable examples from practicing professionals. Several new chapters in this edition highlight how to maximize revenue and customer satisfaction, effectively solve problems and resolve complaints, and better understand the impact and potential in today's social media. Students also gain new insights into establishing their own effective customer service habits.
This edition emphasizes the importance of effective global communication and collaboration techniques with a wide range of real customer-focused activities and actual business cases. The new, optional CourseMate website for this edition reinforces concepts with interactive learning tools, including a complete eBook, videos and the unique Engagement Tracker for monitoring student outcomes. Help your students develop the customer service skills essential for professionals in all areas of business today with THE WORLD OF CUSTOMER SERVICE, 3rd Edition.
"BUSINESS IN ACTION" FEATURE KICKS OFF EACH CHAPTER WITH A DYNAMIC LOOK AT CONCEPTS IN PRACTICE WITHIN A REAL ORGANIZATION. Each chapter draws your students into the content by beginning with an engaging look at customer service principles at work within one of today's actual companies. Your students closely examine how the organization handles customer service issues related to the chapter's content.
"FOCUS ON BEST PRACTICES" FEATURE HIGHLIGHTS TODAY'S MOST SUCCESSFUL SKILLS AND TECHNIQUES. Useful "Focus on Best Practices" features throughout this edition emphasize some of today's best practices, career choices, and leadership and management techniques that are used in real customer service situations.
"REMEMBER THIS" GUIDES STUDENTS IN REVIEWING AND PRACTICING KEY POINTS FROM EACH CHAPTER. This practical feature highlights key information within each chapter and serves as a useful reference tool for solving on-the-job problems.
"CUSTOMER SERVICE TIPS" PROVIDE INSIGHTS FROM SUCCESSFUL PROFESSIONALS IN TODAY'S CUSTOMER SERVICE WORKPLACE. This text helps provide practical suggestions for your students' success in the workplace with tips, insights and advice from numerous customer service providers.
Table of contents
Chapters
Part 1: The Customer Service Environment
Resources
Instructor resources for this title can include manuals, test banks, educator guides, multimedia and companion sites. Sign in to see what is available.
Pricing and formats
Give students more with Cengage Unlimited
Choose the Cengage content and Learning Platform that fit your course while giving students access to Cengage Learning Platforms and our entire eBook library with one subscription.
4-12 month student access
eBook
Give students digital access to textbook content with tools to highlight, bookmark and search as they read.
Paperback
Related products
Creating Career Success: A Flexible Plan for the World of Work
Getting a Job Process Kit (with Resume Generator CD-ROM)
Personal Development for Life and Work
MindTap Career Success, 2 terms (12 months) Instant Access for Harwood/Owens/Kadakia’s Your Career: How To Make It Happen
Still need support?
