1st Edition

Better Customer Service
Simple Rules You Can Apply Today




  • Available for pre-order. Item will ship after June 10, 2021
ISBN 9780367757335
June 10, 2021 Forthcoming by Routledge
104 Pages 24 B/W Illustrations

USD $39.95

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Book Description

This readable and concise research-based book discusses seven simple rules that will help businesses and individuals improve their customer satisfaction and workplace environments – and make the world a little better and more pleasant.

An author team with extensive cross-sector experience provides a foundation that will help improve customer service no matter the type of organization or situation, allowing customization according to industry standards and expectations. Although the basic steps are simple – going all the way back to preschool and kindergarten – they can have a significant positive impact on customer service and on basic human interaction. If an employee follows these simple steps, not only will relationships with customers improve, but so will relationships with co-workers, increasing overall organizational satisfaction. Readers who adopt the principles in this book may also find that their personal relationships improve as well.

The primary audience of this work includes any business that desires to improve customer service. However; anyone who works with people will appreciate the conversational tone and specific illustrative examples in this clear and immediately actionable book.

Table of Contents

Dedication

Acknowledgements

Preface

Introduction

1. Come to Class Prepared

2. Complete Assignments Neatly and On Time

3. Pay Attention

4. Show Respect

5. Be Courteous and Kind

6. Follow Directions

7. Always Do Your Best

Appendix

Credits

Index

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Author(s)

Biography

Edward C. Brewer is Professor of Communication Studies and directs the Communication Studies Online program at Appalachian State University. His research includes over 20 peer-reviewed articles and book chapters. He has also authored or co-authored three books.

Terence L. Holmes is Professor of Marketing at Murray State University and chairs the Graduate Business Curriculum Committee. He has published peer-reviewed articles and cases in journals and textbooks. Prior to his academic career, he was a corporate trainer and co-owned a private vocational school.