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Customer service :career success through customer loyalty. / Paul R. Timm.

By: Material type: TextPublication details: Upper Saddle River, N.J. : Prentice Hall, c2011.Edition: 5th edDescription: xii, 226 p. : ill. ; 26 cmISBN:
  • 9780135063972 (alk. paper)
  • 0135063973 (alk. paper)
Subject(s): DDC classification:
  • 658.8/12 22
LOC classification:
  • HF5415.5.T513
Contents:
Contents: Know why service matters -- Use behaviors that engage your customers -- Listen to your customer (a big "little thing") -- Use the telephone well for good service -- Use friendly web sites and electronic communication -- Recognize and deal with customer turnoffs -- Insight into emerging trends in customer service -- Get customer feedback -- Recover the potentially lost customer -- Exceed expectations with value -- Exceed customer expectations with information -- Exceed customer expectations with convenience and timing -- Dealing with emotional labor -- Get employees to give great service.
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Holdings
Cover image Item type Current library Home library Collection Shelving location Call number Materials specified Vol info URL Copy number Status Notes Date due Barcode Item holds Item hold queue priority Course reserves
Books WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY CC WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY HF5415.5 .T513 (Browse shelf(Opens below)) 2 Available 828/021/13
Books WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY CC WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY HF5415.5 .T5131 (Browse shelf(Opens below)) 2 Available 853/044/13

Includes bibliographical references and index.

Contents: Know why service matters -- Use behaviors that engage your customers -- Listen to your customer (a big "little thing") -- Use the telephone well for good service -- Use friendly web sites and electronic communication -- Recognize and deal with customer turnoffs -- Insight into emerging trends in customer service -- Get customer feedback -- Recover the potentially lost customer -- Exceed expectations with value -- Exceed customer expectations with information -- Exceed customer expectations with convenience and timing -- Dealing with emotional labor -- Get employees to give great service.

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