Instructor’s CD-ROM (ISBN: 0072942665): This CD contains the Instructor’s Manual,
PowerPoint,
and Test Bank. Videos (ISBN: 0072938064): These videos present several scenarios in which
a customer service professional responds to a customer. Class discussions
can focus
on how the situation was handled in the video and how it could have been
handled. Hot Seat Videos (ISBN: 0072944692): This interesting video collection captures
real-life customer service managers responding to critical real-world situations,
allowing viewers the opportunity to see learned concepts in action. The main
difference between this set and the set above is that the interactions are
not scripted, and therefore, make the footage much more realistic.
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