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The World of Customer Service
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Table of Contents

Part I: THE CUSTOMER SERVICE ENVIRONMENT.
1. What is Customer Service?
2. The Global Customer.
3. Exceptional Customer Service.
4. Customer Service Strategy.
Part II: ESSENTIAL CUSTOMER SERVICE SKILLS.
5. Critical Workplace Skills.
6. Problem Solving.
7. Extreme Customers and Customer Retention.
8. Managing Customer Service.
Part III: COMMUNICATION SKILLS.
9. Communication Essentials.
10. Customer-Focused Listening.
11. Nonverbal Communication, Dress, and Manner.
12. Phone and Digital Communication.

About the Author

For more than 30 years, Dr. Pattie Gibson has taught a variety of highly successful courses in computer applications and business systems to high school, community college, and university students in Arizona and overseas in West Berlin and Stuttgart, Germany.
Dr. Gibson is currently an assistant professor in educational leadership at Northern Arizona University. She has written and co-authored several textbooks addressing office management and office skills as well as customer service. Dr. Gibson received her undergraduate and master's degrees from Arizona State University and her doctorate from Northern Arizona University.

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Part I: THE CUSTOMER SERVICE ENVIRONMENT. 1. What is Customer Service? 2. The Global Customer. 3. Exceptional Customer Service. 4. Customer Service Strategy. Part II: ESSENTIAL CUSTOMER SERVICE SKILLS. 5. Critical Workplace Skills. 6. Problem Solving. 7. Extreme Customers and Customer Retention. 8. Managing Customer Service. Part III: COMMUNICATION SKILLS. 9. Communication Essentials. 10. Customer-Focused Listening. 11. Nonverbal Communication, Dress, and Manner. 12. Phone and Digital Communication.

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