Customer service :career success through customer loyalty. /
Timm, Paul R.
Customer service :career success through customer loyalty. / Paul R. Timm. - 5th ed. - Upper Saddle River, N.J. : Prentice Hall, c2011. - xii, 226 p. : ill. ; 26 cm.
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.
9780135063972 (alk. paper) 0135063973 (alk. paper)
2009047554
GBA9A8150 bnb
015414568 Uk
Customer services.
Consumer satisfaction.
Customer relations.
Success in business.
HF5415.5.T513
658.8/12
Customer service :career success through customer loyalty. / Paul R. Timm. - 5th ed. - Upper Saddle River, N.J. : Prentice Hall, c2011. - xii, 226 p. : ill. ; 26 cm.
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.
9780135063972 (alk. paper) 0135063973 (alk. paper)
2009047554
GBA9A8150 bnb
015414568 Uk
Customer services.
Consumer satisfaction.
Customer relations.
Success in business.
HF5415.5.T513
658.8/12