New Features:

• Business Writer’s Workshop. Accompanying this new edition is a web-based business writer’s workshop that will help students with items like correctly applying the basic rules of grammar when writing, creating professionally written documents, writing in a way that enhances service, delivering bad news positively, and identifying reference sources that help improve their writing.
• New Hot Seat videos. This interesting video collection captures real-life customer service managers in the "hot seat," responding to critical real-world situations. These excellent discussion starters allow viewers the opportunity to see learned concepts in action.
• New Customer Service Leadership Coverage. Found throughout the 3rd edition are boxes that highlight the leadership qualities managers of customer service groups exude. These boxes are valuable to future managers because they expose them to different leadership styles and provide insights into how to manage effectively.
• Enhanced Coverage of Diversity Issues. Diversity issues are addressed to a much larger degree in this revision. This enhanced coverage is beneficial because it challenges students to consider and be prepared for the myriad of cultural factors that influence customer relations.
• Expanded "Search it Out." To encourage outside classroom research and student comprehension of topics, the Search it Out Internet exercises have been expanded to include specific web links of customer service resources. These helpful links provide students with a focused platform to complete exercises.

Retained Features:

• Interviews with customer service professionals, called From the Frontline, answer questions about careers in customer service, give tips for new professionals, and tell how to provide excellent customer service.
• Quick Previews give students an opportunity to assess their knowledge before reading each chapter.
• Customer Service Reflection activities give students the opportunity to assess their own skills. These activities emphasize the SCANS competencies.
• Work It Out activities present questions about particular exercises, figures, or customer service topics. These activities provide a basis for individual or small group work and help students to extend their learning to the next level.
• Search It Out activities ask students to enter key words to obtain additional information from the Internet, enlivening their learning through enhanced research.
• In Face to Face, students are asked to assume a role in a real-life problem or customer service scenario. Short discussion questions following the scenario encourages active class discussions. These role-playing exercises allow students to see the practical applications of the material.