University of Cebu-Banilad Library

with cd.

Includes bibliographical references and index.

Table of contents: Chapter 1 Basics of customer service -- Chapter 2 Understanding customer satisfaction -- Chapter 3 Relationship between customer service & satisfaction -- Chapter 4 Customer service department: role & tasks -- Chapter 5 Customer service goals -- Chapter 6 Role of the customer service manager -- Chapter 7 Customer-focused leadership.

Summary: Customer service is as much about knowing yourself as it is the customer. A Customer Service Supervisor oversees, leads and trains a company's service staff. Customer Service Supervisor investigate and solve product and service complaints. Students need to know the process and techniques that build strong customer relationships, and that includes evaluating your own ability to manage the many interactions you have with others on a daily basis. Through a series of dynamic activities, demonstrations, role-plays, and discussions, you will learn and practice the skills involved in establishing a customer focus, determining customer expectations, communicating with customers, dealing with challenging customers, and evaluating customers service. The aim of the book is to determine the prominent factors that are important in delivering customer satisfaction.

₱ 4,275.00 Biore, Christopher College of Business and Accountancy BSBA-Marketing Management

English