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| chegg study customer service: The World of Customer Service Pattie Gibson, 2013-05-28 Introduce your students to the exemplary customer service skills that are essential in all types of organizations today with the powerful, practical and engaging presentation in Gibson's THE WORLD OF CUSTOMER SERVICE, 3rd Edition. This text demonstrates how effective customer service techniques can help your students and their organizations achieve critical goals, deal with problems and complaints, consistently exceed customer expectations, and create loyal customers. Author Pattie Gibson focuses on the strategies most important in customer service today with insights and memorable examples from practicing professionals. Several new chapters in this edition highlight how to maximize revenue and customer satisfaction, effectively solve problems and resolve complaints, and better understand the impact and potential in today's social media. Students also gain new insights into establishing their own effective customer service habits. This edition emphasizes the importance of effective global communication and collaboration techniques with a wide range of real customer-focused activities and actual business cases. The new, optional CourseMate website for this edition reinforces concepts with interactive learning tools, including a complete eBook, videos and the unique Engagement Tracker for monitoring student outcomes. Help your students develop the customer service skills essential for professionals in all areas of business today with THE WORLD OF CUSTOMER SERVICE, 3rd Edition. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version. |
| chegg study customer service: The World of Customer Service Pattie Odgers, 2004 With global markets more crowded than ever, it is a major challenge for organizations to attract and retain customers due to the competition they are faced with. This text is designed to teach exemplary customer service thinking in public or private, domestic or international organizations and is written in a practical, common sense manner reflecting current customer service concepts and hints. |
| chegg study customer service: International Entrepreneurship Robert D. Hisrich, 2015-07-06 Combining comprehensive coverage with a wide variety of real-life cases, International Entrepreneurship: Starting, Developing, and Managing a Global Venture gives entrepreneurs the tools they need to successfully launch international ventures in today’s hypercompetitive world. Bestselling author Dr. Robert D. Hisrich helps students and entrepreneurs develop global business plans, select international opportunities, and determine the best entry strategy. The text also covers practical considerations such as legal concerns, the global monetary systems, global marketing, and global human resource management for entrepreneurs. The Third Edition provides increased attention to culture and reflects recent changes in our increasingly globalized world. Readers will also be exposed to new cases featuring international activities of entrepreneurs and ventures throughout the world. |
| chegg study customer service: Customer Service Skills for Success Robert W. Lucas, 2014-02-03 Recipient of the 2017 Textbook & Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas is the top-selling customer service textbook in the United States. Customer Service Skills for Success 6e addresses real-world customer service issues and provides a variety of updated resources, activities, examples and tips from the author and active professionals in the industry to gain and hold readers' interest while providing insights into the concepts and skills related to customer service. The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics. The sixth edition of Customer Service Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers, case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented. |
| chegg study customer service: Calculus Deborah Hughes-Hallett, Andrew M. Gleason, William G. McCallum, Daniel E. Flath, David O. Lomen, David Lovelock, Jeff Tecosky-Feldman, Thomas W. Tucker, Joseph Thrash, Karen R. Rhea, Andrew Pasquale, Sheldon P. Gordon, Douglas Quinney, Patti Frazer Lock, 1997-10-24 A revision of the best selling innovative Calculus text on the market. Functions are presented graphically, numerically, algebraically, and verbally to give readers the benefit of alternate interpretations. The text is problem driven with exceptional exercises based on real world applications from engineering, physics, life sciences, and economics. Revised edition features new sections on limits and continuity, limits, l'Hopital's Rule, and relative growth rates, and hyperbolic functions. |
| chegg study customer service: A Guide to Customer Service Skills for the Help Desk Professional Donna Knapp, 2004-11 This detailed look at the soft skills needed to succeed as help desk professional will provide students with proven customer support techniques for the workplace. |
| chegg study customer service: Marketing Research Alvin C. Burns, Ronald F. Bush, 2004 |
| chegg study customer service: Customer Service Robert W. Lucas, 2009 Customer Service, 4/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel |
| chegg study customer service: Essentials of Applied Quantitative Methods for Health Services James Lewis, Robert McGrath, Lee Seidel, 2011 Essentials of Applied Quantitative Methods for Health Services Management shows students how to use statistics in all aspects of health care administration. Offering careful, step-by-step instructions for calculations using Microsoft Excel, this hands-on resource begins with basic foundational competencies in statistics, and then walks the reader through forecasting, designing and analyzing systems, and project analysis. The text stresses the application of concepts, models, and techniques and provides problems involving all of the methods. It is intended to build a student management and planning tools repertoire. Ideal for junior and seniors in baccalaureate level health administration programs as well as first year graduate students in non-MBA health administration programs, this book requires limited previous knowledge of statistics; its mathematical dimension is equal to basic high school algebra. |
| chegg study customer service: A Guide to Computer User Support for Help Desk and Support Specialists Fred Beisse, 2009-09-16 A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, FOURTH EDITION focuses on key information and skills for user support professionals, including troubleshooting and problem solving, successful communication with clients, determining a client's specific needs, and training end users. For those considering entering the field, alternate career paths for user-support workers are described. This text continues many of the successful features of previous editions, including Tips, On The Web pointers, Check Your Understanding self-tests, discussion questions, hands-on activities, and case projects. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in or preparing for the technical-support field. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version. |
| chegg study customer service: Essentials of Marketing Research Joseph F. Hair, 2007-07-02 Essentials of Marketing Research concisely delivers an up-to-date review of a broad variety of marketing research topics. It takes an application-oriented approach, providing students with the tools and skills necessary to solve business problems and exploit business opportunities. The authors' years of experience in real-world marketing research is evident throughout, from their thorough treatment of qualitative research (given short shrift in many other books) to their knowledgeable coverage of sample size rules-of-thumb, conducting a background literature review, and the importance of new market research tools and techniques. Essentials of Marketing Research gives your students a strong command of market research principles, while being short enough to use alongside your favorite cases or projects. |
| chegg study customer service: Introduction to Business Statistics Ronald M. Weiers, J. Brian Gray, 2008 Highly praised for its clarity and great examples, Weiers' INTRODUCTION TO BUSINESS STATISTICS, 6E introduces fundamental statistical concepts in a conversational language that connects with today's students. Even those intimidated by statistics quickly discover success with the book's proven learning aids, outstanding illustrations, non-technical terminology, and hundreds of current examples drawn from real-life experiences familiar to students. A continuing case and contemporary applications combine with more than 100 new or revised exercises and problems that reflect the latest changes in business today with an accuracy you can trust. You can easily introduce today's leading statistical software and teach not only how to complete calculations by hand and using Excel, but also how to determine which method is best for a particular task. The book's student-oriented approach is supported with a wealth of resources, including the innovative new CengageNOW online course management and learning system that saves you time while helping students master the statistical skills most important for business success. |
| chegg study customer service: Anguli Ma Chi Vu, 2012-04 Chi Vu takes the central figure in a traditional Buddhist folktale, a deranged killer who wears his victims’ fingers in a garland around his neck, and turns him into a menacing abbatoir worker who carries bloody chunks of meat home to his lodgings in plastic bags, in this suburban Gothic tale set in 1980s Melbourne, when the flight of Vietnamese refugees to Australia was at its height. The novella gives a compelling insight into the relations formed between refugees who have been displaced from their families or their communities, and lead isolated lives haunted by suspicion and fear. At the same time the novella’s macabre humour and surreal effects point to redemptive possibilities, in demonstrating how these old fears are played out and resolved in their new settings. |
| chegg study customer service: Customer Service Paul R. Timm, 2001 Annotation. This practical, real-world book presents the skills essential for success in customer service. It brings together a wealth of the best information from professional books and academic textbooks, and the authors broad consulting experience. Includes information on making optimum use of the Internet as a customer service professional. A clear, usable process is employed for developing the skills, attitudes, and thinking patterns needed to win customer satisfaction and loyalty. The process helps the reader develop: a heightened awareness of challenges and opportunities; tools for dealing with unhappy customers, using the power of customer expectations and creating loyalty; the ability to lead, expand, and empower the service process. |
| chegg study customer service: Learning and Behavior Paul Chance, 2013-02-26 LEARNING AND BEHAVIOR, Seventh Edition, is stimulating and filled with high-interest queries and examples. Based on the theme that learning is a biological mechanism that aids survival, this book embraces a scientific approach to behavior but is written in clear, engaging, and easy-to-understand language. |
| chegg study customer service: Classical Mechanics John R. Taylor, 2004-09-15 ClassicalMechanics is intended for students who have studied some mechanics in anintroductory physics course.With unusual clarity, the book covers most of the topics normally found in books at this level. |
| chegg study customer service: The Logic Book Merrie Bergmann, James Moor, Jack Nelson, 2008-07-30 This leading text for symbolic or formal logic courses presents all techniques and concepts with clear, comprehensive explanations, and includes a wealth of carefully constructed examples. Its flexible organization (with all chapters complete and self-contained) allows instructors the freedom to cover the topics they want in the order they choose. |
| chegg study customer service: Customer Service Elaine K. Harris, 2013 The market-leader, Customer Service: A Practical Approach, Sixth Edition, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships. For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles |
| chegg study customer service: Health Promotion Throughout the Life Span - E-Book Carole Lium Edelman, Elizabeth Connelly Kudzma, 2021-10-20 **Selected for Doody's Core Titles® 2024 with Essential Purchase designation in Patient Education** Master health promotion for all ages and population groups! Health Promotion Throughout the Life Span, 10th Edition provides comprehensive coverage of leading health promotion concepts from assessment to interventions to application. Its lifespan approach addresses patients' unique needs with case studies and care plans presented within an assessment framework based on Gordon's Functional Health Patterns. Addressing each age and stage of development, this market-leading text covers the latest research and trends in health promotion and disease prevention for diverse population groups. - Coverage of growth and development addresses health promotion concepts for each age and each stage of development through the lifespan. - Case studies present realistic situations with questions that challenge you to apply key concepts to further develop clinical judgment. - Think About It clinical scenarios at the beginning of each chapter include questions to encourage clinical judgment. - Research for Evidence-Based Practice boxes summarize current health-promotion studies showing the links between research, theory, and practice. - Hot Topics boxes introduce significant issues, trends, and controversies in health promotion. - Separate chapters on population groups — the individual, family, and community — highlight the unique aspects of assessment and health promotion for each group. - Quality and Safety Scenario boxes focus on QSEN-related competencies with examples of health promotion. - Innovative Practice boxes outline unique and creative health promotion programs and projects currently being implemented. - Health and Social Determinants/Health Equity boxes address cultural perspectives relating to planning care. - NEW! Greater emphasis on health equity highlights the need to make health promotion accessible to all. - NEW! Increased focus on diversity and inclusion better reflects the communities being served. - NEW! Veteran's health content is incorporated throughout, as appropriate. - NEW! Discussions of Healthy People 2030 initiatives and objectives address national health issues and priorities. - NEW! Updated diagnosis terminology includes ICNP diagnoses or patient problems. - NEW! Affordable Care Act references are more general to reflect changing politics. |
| chegg study customer service: Adventures in Social Research Earl R. Babbie, 2011 Click on the Supplements tab above for further details on the different versions of SPSS programs. |
| chegg study customer service: Introduction to Health Care Dakota Mitchell, Lee Haroun, 2012-07-25 INTRODUCTION TO HEALTH CARE, 3E provides learners with an easy-to-read introduction to the foundational skills necessary for a range of health care professions. This redesigned and updated new edition offers a comprehensive but introductory survey of basic clinical health care skills for learners entering health care programs or for those that think they may be interested in pursuing a career in health care. Core competencies shared by all health care professions such as communication, infection control, and professionalism are provided to expose learners to the reality of practice. This book emphasizes developing critical thinking skills through a five-step problem solving model that teaches how to assess a situation, consider alternatives, choose an appropriate alternative, evaluate the results, and revise as needed. This resource demonstrates how to think like a health care professional and is a terrific first step towards a rewarding career. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version. |
| chegg study customer service: Fundamentals of Nursing Care Marti Burton, David W Smith (De l'Université du Texas à Arlington), Linda J. May Ludwig, 2019 The text, written specifically for LPNs/LVNs, provides the comprehensive foundational knowledge they need to understand. Online Resources equip instructors with the lesson plans, teaching resources, and activities to create an active classroom environment where students can apply what they're learning. Davis Edge online quizzing tracks student progress; assesses their knowledge; and provides real time analytics to identify their weak concepts and topic areas. This additional practice and direction helps students be successful in this course and builds their confidence as they prepare for the NCLEX® exam. -- Résumé de l'éditeur. |
| chegg study customer service: Engineering with Excel Ronald W. Larsen, 2009 For introductory courses in Engineering and Computing Based on Excel 2007, Engineering with Excel, 3e takes a comprehensive look at using Excel in engineering. This book focuses on applications and is intended to serve as both a textbook and a reference for students. |
| chegg study customer service: Loose-Leaf Management Angelo Kinicki, Brian Williams, 2012-09-18 Binder Ready Loose-Leaf Text - This full featured text is provided as an option to the price sensitive student. It is a full 4 color text that’s three whole punched and made available at a discount to students. Also, available in a package with Connect– (ISBN: 9780077703035) |
| chegg study customer service: Psychology Wayne Weiten, 2009-02 Weiten's PSYCHOLOGY: THEMES AND VARIATIONS, 8E International Edition maintains this book's strengths while addressing market changes with new learning objectives, a complete updating, and a fresh new design. The text continues to provide a unique survey of psychology that meets three goals: to demonstrate the unity and diversity of psychology's subject matter, to illuminate the research process and its link to application, and to make the text challenging and thought-provoking yet easy from which to learn. Weiten accomplishes the successful balance of scientific rigor and a student-friendly approach through the integration of seven unifying themes, an unparalleled didactic art program, real-life examples, and a streamlined set of learning aids that help students see beyond research to big-picture concepts. Major topics typically covered in today's courses are included, such as evolutionary psychology, neuropsychology, biological psychology, positive psychology, applied psychology, careers, and multiculturalism and diversity. |
| chegg study customer service: Business Intelligence and Analytics Ramesh Sharda, Efraim Turban, Dursun Delen, 2014-02-28 Decision Support and Business Intelligence Systems provides the only comprehensive, up-to-date guide to today's revolutionary management support system technologies, and showcases how they can be used for better decision-making. The 10th edition focuses on Business Intelligence (BI) and analytics for enterprise decision support in a more streamlined book. |
| chegg study customer service: Management Science Powell, Kenneth R. Baker, 2013-10-07 Now in its fourth edition, Powell and Baker’s Management Science: The Art of Modeling with Spreadsheets, 4th Edition provides students and business analysts with the technical knowledge and skill needed to develop real expertise in business modeling. In this book, the authors cover spreadsheet engineering, management science, and the modeling craft. Management Science, 4th Edition provides students and business analysts with the technical knowledge and skill needed to develop real expertise in business modeling. The authors cover spreadsheet engineering, management science, and the modeling craft. The text is designed to improve modeling efficiency and modeling effectiveness by focusing on the most important tasks and tools. |
| chegg study customer service: Service Management James A. Fitzsimmons, Mona J. Fitzsimmons, 2008 Balancing conceptual and applied coverage of all aspects of the management and operation of services, Service Management has maintained the position as market leader through five previous editions. It is the most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject, and it is designed to develop students' skills in both strategic and operational issues pertaining to services. New material on Professional Service Firms highlights IBM’s initiative to establish a Service Science, Management, and Engineering discipline. The Sixth Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topics. Text coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses, offering varying approaches to the study of service operations. The ancillary package includes student CD-ROM and Website that includes self-test quizzes, video clips, ServiceModel Software, and the Mortgage Service Game. |
| chegg study customer service: Services Marketing Valarie A. Zeithaml, Mary Jo Bitner, 1996 |
| chegg study customer service: How Humans Evolved Robert Boyd, Joan B. Silk, 2017-12 The most complete introduction to the science of human evolution.With a signature blend of evolutionary theory, population genetics, and behavioral ecology, How Humans Evolved teaches the science and history behind human evolution. Thoroughly updated with coverage of recent research and new discoveries, the Eighth Edition offers the most visual, dynamic, and effective learning tools in its field. The Eighth Edition also includes an expanded suite of animations that help students better visualize and understand tricky concepts, as well as real-world videos and InQuizitive adaptive learning. |
| chegg study customer service: Writing and Reporting News: A Coaching Method Carole Rich, 2015-01-01 Pulling examples straight from recent headlines, WRITING AND REPORTING NEWS: A COACHING METHOD, 8e uses tips and techniques from revered writing coaches and award-winning journalists to help you develop the writing and reporting skills you need to succeed in the changing world of journalism. Full-color photographs and a strong storytelling approach keep you captivated throughout the book. An entire chapter is devoted to media ethics, while ethical dilemmas in each chapter give you practice working through ethical issues before you face them on the job. Offering the most up-to-date coverage available, the Eighth Edition fully integrates multimedia content into the chapters-reflecting the way the news world actually operates. It also includes an all-new book glossary featuring many of the newer terms used in Journalism. Integrating new trends in the convergence of print, broadcast, and online media, WRITING AND REPORTING NEWS equips you with the fundamental skills you need for media careers now-and in the future. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version. |
| chegg study customer service: Labor Relations John A. Fossum, 2011-12-01 Labor Relations: Development, Structure, Process by John Fossum presents the history and development of labor relations, bargaining structures and issues, and the process of negotiations and contract administration. The 11th edition addresses the increasing importance of health care costs, access, legislation, and regulation. Fossum explores the structure and internal politics of union organizations, union organizing and union avoidance, while reflecting and balancing the viewpoints of both labor and management, including economic, institutional, and behavioral perspectives. |
| chegg study customer service: Fundamentals of Selling Charles M. Futrell, 2003-07 Includes practical tips and business-examples gleaned from years of experience in sales with Colgate, Upjohn, and Ayerst and from the author's sales consulting business. This book focuses on improving communication skills and emphasizes that selling skills are a valuable asset. |
| chegg study customer service: Sales Management Jeff Tanner, John F. Tanner, Robert C. Erffmeyer, Earl D. Honeycutt, 2013-07-29 For courses in sales management. Sales Management, 1/e is the only book on the market that prepares students to become effective sales managers in today's hyper-competitive, global economy-by integrating current technology, research, and strategic thinking activities. |
| chegg study customer service: Basic Technical Mathematics with Calculus Allyn J. Washington, Richard Evans, 2017-02-06 This print textbook is available for students to rent for their classes. The Pearson print rental program provides students with affordable access to learning materials, so they come to class ready to succeed. For courses in technical and pre-engineering technical programs or other programs for which coverage of basic mathematics is required. The best-seller in technical mathematics gets an “Oh, wow!” update The 11th Edition of Basic Technical Mathematics with Calculus is a bold revision of this classic bestseller. The text now sports an engaging full-color design, and new co-author Rich Evans has introduced a wealth of relevant applications and improvements, many based on user feedback. The text is supported by an all-new online graphing calculator manual, accessible at point-of-use via short URLs. The new edition continues to feature a vast number of applications from technical and pre-engineering fields–including computer design, electronics, solar energy, lasers fiber optics, and the environment–and aims to develop your understanding of mathematical methods without simply providing a collection of formulas. The authors start the text by establishing a solid background in algebra and trigonometry, recognizing the importance of these topics for success in solving applied problems. Also available with MyLab Math. MyLab™ Math is an online homework, tutorial, and assessment program designed to work with this text to engage students and improve results. Within its structured environment, students practice what they learn, test their understanding, and pursue a personalized study plan that helps them absorb course material and understand difficult concepts. The MyLab Math course features hundreds of new algorithmic exercises, tutorial videos, and PowerPoint slides. NOTE: You are purchasing a standalone product; MyLab™ Math does not come packaged with this content. If you would like to purchase both the physical text and MyLab Math, search for: 0134769600 / 9780134769608 Basic Technical Mathematics with Calculus plus MyLab Math with Pearson eText - Title-Specific Access Card Package Package consists of: 013443773X / 9780134437736 Basic Technical Mathematics with Calculus 0134764730 / 9780134764733 MyLab Math with Pearson eText - Standalone Access Card - for Basic Technical Mathematics with Calculus |
| chegg study customer service: Mathematical Statistics and Data Analysis John A. Rice, 2007 This is the first text in a generation to re-examine the purpose of the mathematical statistics course. The book's approach interweaves traditional topics with data analysis and reflects the use of the computer with close ties to the practice of statistics. The author stresses analysis of data, examines real problems with real data, and motivates the theory. The book's descriptive statistics, graphical displays, and realistic applications stand in strong contrast to traditional texts that are set in abstract settings. |
| chegg study customer service: Effective Writing Claire B. May, Claire Arevalo May, Gordon S. May, 2012 A useful guide to all the stages of the writing process. Effective Writing guides the writer through all the stages of the writing process: planning, critical thinking, generating and organizing ideas, writing the draft, revising, and designing for presentation. Throughout the text, Effective Writing stresses coherence, conciseness, and clarity as the most important qualities of the writing done by accountants. This edition includes many new and revised assignments that reinforce the concepts covered in the text, as well as coverage on ethics in communication. |
| chegg study customer service: Psychology and Your Life with P.O.W.E.R Learning Robert S. Feldman, 2017-01-04 Psychology Matters. No matter what brings students into the Introductory Psychology course and regardless of their initial motivation, Robert Feldman’s Psychology and Your Life with P.O.W.E.R. Learning 3e draws students into the field by connecting psychology to their professional and personal lives. Designed specifically for the accelerated Introductory Psychology course, Psychology and Your Life with P.O.W.E.R. Learning takes into account the diverse population of students who are enrolled in college today, addressing the needs of those who may work full- or part-time; who may be juggling their education, their families, and their jobs; who may be returning to school in search of an occupational change; or who are in a specific career-oriented program. |
| chegg study customer service: Supply Chain Management John Joseph Coyle, C. John Langley, Robert A. Novack, Brian J. Gibson, 2020 |
| chegg study customer service: Essentials of Marketing Research William R. Dillon, Thomas J. Madden, Neil H. Firtle, 1993 |
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