Test Bank for The World of Customer Service, 3rd Edition, Pattie Gibson, ISBN-10: 0840064241, ISBN-13: 9780840064240
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Table of Contents
Part I: THE CUSTOMER SERVICE ENVIRONMENT.
1. What is Customer Service?
2. The Global Customer.
3. Exceptional Customer Service.
4. Customer Service Strategy.
Part II: ESSENTIAL CUSTOMER SERVICE SKILLS.
5. Critical Workplace Skills.
6. Problem Solving.
7. Extreme Customers and Customer Retention.
8. Managing Customer Service.
Part III: COMMUNICATION SKILLS.
9. Communication Essentials.
10. Customer-Focused Listening.
11. Nonverbal Communication, Dress, and Manner.
12. Phone and Digital Communication.