1.    What is Customer Service? 2.    The Challenges of Customer Service 3.    Problem Solving 4.    Strategy for Formulating a Plan for Success 5.    Empowerment 6.    Communications in Customer Service 7.    Coping with Challenging Customers 8.    Motivation 9.    Leadership in Customer Service 10.  Customer Retention and Measurement of Satisfaction 11.  Technology and Customer Service 12.  Excellence in Customer Service

For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles. The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships. Features Tackles the important issues facing customer service providers, managers and trainers including problem solving, strategy, empowerment, communications, motivation, leadership, customer retention, and technology. Explains ten characteristics of challenging customers so readers can predict problems and learn tools of empathy and respect to diffuse, improve, and resolve tense situations. Offers an extensive collection of activities and projects that allow for immediate student application and include Key Terms with Definitions, Quick Quizzes, Opportunities for Critical Thinking, Skill Building Exercises, Ethics in Action, and Challenge Projects.

New! Updated Chapter 11: Technology and Customer Service—appears in this edition. Covers the latest technology (Facebook, Twitter, YouTube, texting) being used by companies to improve customer service and response. New! Ethics in Action exercises—appear in this edition. Gives students a chance to consider ethical issues they are likely to encounter in the customer service field. New! Coverage of new trends in customer service—throughout the text. Includes more on ethical practices, the trend toward customer self sufficiency, and the importance of expression of appreciation. New! Expanded Challenge Project exercises—appear at the end of each chapter. Offers exercises that integrate multiple skill sets such as letter writing, preparing a purpose statement, collecting research, preparing a well written research paper, writing a proposal, creating a fact sheet, designing a recognition form and more! New! Updated examples of actual companies—appear throughout this edition. Allows students to hear what works and doesn't work as companies strive to provide excellent customer service.