00968 a2200193 4500 121008t xxu||||| |||| 00| 0 eng d 817476433x HF5415.5.N17 Nash, Susan Deliver outstanding customer service: gain and retain customers and stay ahead of the competition. / Susan Nash and Derek Nash 2nd ed. New Delhi: UBS Publishers, 2002. 224 p.: ill.; 22cm. Includes index. Contents: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. Customer services. Nash, Derek. lcc BK 2393 9893 0 0 lcc 0 0 WIUC-1 WIUC-1 REF 2012-10-08 0 HF5415.5.N17 6416/12 2012-10-08 00:00:00 2012-10-08 BK