Customer service
Subtitle: career success through customer loyalty
By: Paul R. Timm
Edition: 5th ed.
Publisher: Prentice Hall
Published: 2011
Place of publication: Upper Saddle River, N.J
Language: eng
Number of pages: 226
ISBN-13: 9780135063972
Notes: Includes bibliographical references and index.
Table of contents: title: Know why service matters; title: Use behaviors that engage your customers; title: Listen to your customer (a big "little thing"); title: Use the telephone well for good service; title: Use friendly web sites and electronic communication; title: Recognize and deal with customer turnoffs; title: Insight into emerging trends in customer service; title: Get customer feedback; title: Recover the potentially lost customer; title: Exceed expectations with value; title: Exceed customer expectations with information; title: Exceed customer expectations with convenience and timing; title: Dealing with emotional labor; title: Get employees to give great service.