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.Customer Service: A Practical Approach 6th Edition is written by Elaine K. Harris and published by Pearson. ISBNs for Customer Service: A Practical Approach are 9780133002737, 013300273X and the print ISBNs are 9780132742399, 013274239X. Additional ISBNs include 9780132742436.