For courses in Customer Service.

Customer Service: Career Success in the Service Economy, 4e 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 emphasizes the impact of customer loyalty on business growth and discusses how to measure a company's ration of promoters, or Net Promoter Score. Throughout the text, there is an emphasis on exceeding customer expectations and translating customer loyalty into personal and corporate success.  

For courses in Customer Service.

Customer Service: Career Success in the Service Economy, 4e 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 emphasizes the impact of customer loyalty on business growth and discusses how to measure a company's ration of promoters, or Net Promoter Score. Throughout the text, there is an emphasis on exceeding customer expectations and translating customer loyalty into personal and corporate success.  

Hallmark Features

Theoretical and strategic focus-sets this text apart.

• Explains why certain actions lead to better customer loyalty, and provides specific ways to accomplish these behaviors.
• Applies social psychological research (equity theory) to provide theoretical, yet practical justification.  

Skills approach-shows readers exactly how to handle customer situations.

• Goes well beyond canned responses to help students apply creative solutions to ever-changing problems.
• Shows how to attract and maintain loyalty in all relationship situations and is not specific to any industry. 

What You'll Learn in this Chapter and The Way It is-sections appear in each chapter.

• Helps students focus on the upcoming material while providing practical real-world examples. 

Service Snapshots-describe real world examples of successful service providers.

• Model exemplary customer service techniques based on authentic industry experiences.