21st Century Business: Customer Service, Student Edition
The 21ST CENTURY BUSINESS SERIES is an innovative instructional program providing instructors with the greatest flexibility to deliver business content using a modular format. Instructors can create their own business courses by combining several Learner Guides in the Series to form one-semester or two-semester courses. The individual Learner Guides can also be used as enhancements to more traditional business courses or to tailor new courses to meet emerging needs. The design and content of each Learner Guide in the 21ST CENTURY BUSINESS SERIES is engaging yet easy for students to use. The content focuses on providing opportunities for applying 21st skills while enabling innovative learning methods that integrate the use of supportive technology and creative problem solving approaches in today's business world. The CUSTOMER SERVICE LEARNER GUIDE includes information on customer service skills needed to succeed such as problem solving, time management, listening, and stress management. Also incorporated into the Learner Guide is the importance of being able to communicate using new technology and how it affects the role of customer service.
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Academic Connections active listening answer ASSESSMENT benefits BUILD PERMANENT CUSTOMER Business Math BusinessWeek buyers call center Chapter CheckPOINT Coinstar communication company’s complaints create customer loyalty CUSTOMER NEEDS customer relationship management customer service representatives Customer’s Problem customers want database Describe develop discount discuss e-mail Earth Shirts effective employees eustress example explain Facebook feedback feel follow-up frequent shopper GOALS HANDLE DIFFICULT SITUATIONS identify INTERACT WITH CUSTOMERS interactive voice response internal customers Internet karoshi KEY TERMS L.L. Bean List loyal customers loyalty programs manager Maria Rodriguez NEEDS AND WANTS offer percent PERMANENT CUSTOMER RELATIONSHIPS personality type proactive product or service products and services Provide Exceptional Service purchase questions Research response retail Ritz-Carlton satisfied skills solve stress SUPERIOR CUSTOMER SERVICE SUPPORT CUSTOMER SERVICE TEAMWORK telemarketing telephone Think Critically toll-free number understand upselling WIIFM win-win solution write Zappos