Customer service: career success through customer loyalty. / Paul R. Timm.
Material type:
TextPublication details: Boston: Prentice Hall, 2011.Edition: 5th edDescription: xii, 226p.: ill.; 26cmISBN: - 9780135063972
- HF5415.5.T513
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WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY Reference | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | HF5415.5.T513 (Browse shelf(Opens below)) | 1 | Available | 7264/289/13 | ||||||||||||
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WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY Reference | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | HF5415.5.T5131 (Browse shelf(Opens below)) | 2 | Available | 7265/290/13 | ||||||||||||
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WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY Reference | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | HF5415.5.T5132 (Browse shelf(Opens below)) | 3 | Available | 7266/291/13 |
Includes index.
Contents: Know why service matters -- Life: Little things -- 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 -- Life: Insight -- Recognize and deal with customer turnoffs -- Insight into emerging trends in customer service -- Life: Feedback -- Get customer feedback -- Recover the potentially lost customer -- Life: Expectations -- Exceed expectations with value -- Exceed customer expectations with information -- Exceed customer expectations with convenience and timing -- Living life: Dealing with emotional labor -- Get employees to give great service.
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