Product Description: This is a student supplement to accompany:   Customer Service: Career Success Through Customer Loyalty, 5/e Paul R. Timm, Brigham Young University ISBN: 0135063973

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 book 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 book, there is an emphasis on exceeding customer expectations and translating customer loyalty into personal and corporate success.   Explains why certain actions lead to better customer loyalty, and provides specific ways to accomplish these behaviors.  Goes well beyond canned responses to help readers apply creative solutions to ever-changing problems. A greater emphasis on loyaltyand the latest techniques such as the Net Promoter Score, exceeding expectations, customer-friendly technology etc. Examines how loyalty translates to business growth and development through recommendations, referrals and promotions.  This book is for employees and managers of customer service departments and human resource training departments.

Suggestions cover first impressions, anticipating customer needs, complaint handling, sales techniques, user groups, and service evaluation

Product Description: A twenty-first century view of business and a process approach are encompassed, showing readers the process of communicating as people in today's business world communicate and identifying tips for maximizing communication in an information-saturated world...read more

Offers practical advice on sales, incentives, retention of current customers, networking, and restoring customer trust

Provides tips for communicating effectively, including how to overcome jitters, how to look and act composed, how to use gestures, and how to adjust to the audience

Provides tips on using the telephone in a business setting, including boosting phone effectiveness, avoiding unnecessary call screening, and dealing with irate callers

Provides tips for holding successful meetings, including inviting the right people, running short meetings, preventing someone from taking over a meeting, and developing an agenda

Product Description: Focuses on primary research, and developing skills needed to find answers to business questions.

Product Description: Make a dramatic change in personal productivity, accomplishments, and life satisfaction. This logical, five-step approach guides you to take charge of your successes. Master time and task management, improve personal productivity and balance.

Offers practical advice on sales, incentives, retention of current customers, networking, and restoring customer trust

Product Description: book used in pych class.

Product Description: For use in a short-term oral communication course, this text-workbook focuses on skills used in daily living and business. The four levels of skills development include:..Awareness Skills.Basic Skills.Personal Style Skills.Application Skills