00917    a2200169   4500008004100000020001500041050001700056100001600073245013200089250001200221260003900233300002600272500002000298505038800318650002400706700001700730121008t        xxu||||| |||| 00| 0 eng d  a817476433x  aHF5415.5.N17  aNash, Susan  aDeliver outstanding customer service: gain and retain customers and stay ahead of the competition. /cSusan Nash and Derek Nash  a2nd ed.  aNew Delhi:bUBS Publishers,c2002.  a224 p.:bill.;c22cm.  aIncludes index.  aContents:Understanding custom- Delivering outstanding customer service -- Customer service strategy -- Hiring the right people -- Developing personal service skills -- Managing the customer interaction -- Implementing efective processes -- Dealing with customer complaints -- Instituting continuous improvement processes -- Helping managers become leaders -- Delighting the customer.  aCustomer services.   aNash, Derek.