Open Daily: 10am - 10pm | Alley door pickup 10am - 7pm 3038 Hennepin Ave Minneapolis, MN
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  • Open Daily: 10am - 10pm
    Alley-side Pickup: 10am - 7pm

    3038 Hennepin Ave Minneapolis, MN
    612-822-4611

Open Daily: 10am - 10pm | Alley-side Pickup: 10am - 7pm
3038 Hennepin Ave Minneapolis, MN
612-822-4611
Customer Service: Student Book: Book 4 from DTR Inc.'s Work Readiness Certification Series; for the second edition of Customer Service

Customer Service: Student Book: Book 4 from DTR Inc.'s Work Readiness Certification Series; for the second edition of Customer Service

Goldberg, Jay

Paperback

Business General

ISBN10: 1514147297
ISBN13: 9781514147290
Publisher: Createspace
Published: May 30 2015
Pages: 104
Weight: 0.33
Height: 0.22 Width: 5.98 Depth: 9.02
Language: English
This is the classroom book (no answers to the exercises, no chapter reviews) for Customer Service, the fourth book in Jay Goldberg's work readiness and customer service training program. The instructor should own a copy of Customer Service before their students purchase (or are provided with) a copy of this book. Customer Service can be purchased at online bookstores or at the book's web page https: //www.createspace.com/4137234. Customer Service's ISBN is 9781482012927. This book was written by a former Service Director for Citibank, and therefore, is an area of great expertise for the author. This book covers service from two perspectives. The first is to teach the value of providing superior customer service, to both the company's customers and to co-workers who rely on the work of others to complete their tasks. The second is to provide the readers with customer service skills they can take with them and start using immediately at work. The book starts with the concept of a customer-focused organization. From there it proceeds to identifying internal and external customers, the profit-side of customer service, and the importance and role of service measurements. After this, the book branches out to teach customer service skills. The skills taught include: improving service attitudes, active listening skills, conquering communication barriers, choosing words carefully, categorizing customer responses, telephone skills, dealing with difficult customers, and more.

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