Description
Title: The World of Customer Service, 3rd Edition
Authors: Pattie Gibson, Laurie J. Bassi, Ed Powers
Publisher: Cengage Learning
Description:
“The World of Customer Service,” now in its 3rd edition, provides a comprehensive overview of customer service principles and practices. Authored by Pattie Gibson, Laurie J. Bassi, and Ed Powers, this edition explores the dynamic landscape of customer service in today’s business environment. The book covers key topics such as customer relationship management, service quality, customer satisfaction, communication skills, conflict resolution, and service recovery. Additionally, it delves into emerging trends and technologies shaping customer service, including social media, self-service technologies, and artificial intelligence. Through real-world examples, case studies, and practical exercises, Gibson et al. equip readers with the knowledge and skills necessary to deliver exceptional customer service experiences. Whether you’re a student studying customer service or a professional seeking to enhance your service capabilities, this edition serves as an invaluable resource for mastering the principles and practices of customer service in a rapidly evolving marketplace.
