Business

For courses in Business Administration, Marketing, Consumer Behavior, Marketing Education, Customer Service.

This book is about the consumer's right to service—convenience, courtesy, and responsiveness to problems and needs—and about organizations' willingness and ability to acknowledge and deliver that right to their clients, customers, patients, passengers, ticket buyers, constituents, etc. The book is based upon information provided by hundreds of consumers throughout the United States describing real-life transactions with a broad spectrum of businesses and institutions in both the private and public sectors. It illustrates the importance of customer satisfaction in the workplace and points out areas where businesses succeed or fail to meet customer expectations.

• 13 Categories of service performance.

  • Describes needs of different types of businesses, both internal and external customers. Ex.___

• Public and private sector customer service problems.

  • Covers varying approaches in different sectors, giving readers a firm background in all techniques. Ex__

• Consistent approach for each service performance category—Includes an introduction to the concept, an illustrative vignette, data and vignettes from several areas of customer service, implications and suggestions for training, recommended action for managers.

  • Emphasizes thorough examination of reasoning and critical thinking for the various customer service techniques. Ex.___

• Realistic application exercises—For each service performance category.

  • Gives students the opportunity to apply the content to a variety of business environments. Ex.___

• Customer satisfaction is detailed in both areas of success and failure.

  • Presents reasons and examples of techniques that work or don't work and why. Ex.__

 1. Recover “Lemons To Lemonade.”


 2. Empowerment “Power To Your People.”


 3. Bias “It's Not Just A Sewing Term.”


 4. Customer Retention “Keep 'em Coming.”


 5. Follow Up “It's Not Over 'til Its Over.”


 6. Serve Your Customers “Little Things Mean A Lot.”


 7. Timeliness “Don't Waste My Time.”


 8. The Pleasure Principle “Just Put On A Happy Face.”


 9. Teamwork “Go Team Go.”


10. Assessing Customer Needs “All You Have To Do Is Ask.”


11. Empathy “Do You Feel What I Feel?”


12. Advocacy “Whose Side Are You On?”


13. Add Value “Earn Your Money.”

Customer Service (Business Studies)
Customer Service (Hospitality)

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Pearson Higher Education offers special pricing when you choose to package your text with other student resources. If you're interested in creating a cost-saving package for your students contact your Pearson Higher Education representative.