01103nam a22001817a 4500 140327b xxu||||| |||| 00| 0 eng d 0132236583 HF5415.5.T513 Timm, Paul R. Customer service: career success through customer loyalty. / Paul R. Timm 4th ed. Upper Sadle River: Pearson, 2008. xvii, 281 p.: ill.; 26cm. Includes index and appendix. Contents: Know why service matters -- Use behaviours that engage your customers -- Apply your best listening skills -- Use the telephone right for good service -- Use friendly web sites and electronic communication -- Recognize and deal with customer turn-offs -- Get customer feedback -- Recover the potential lost customer -- Exceed expectations with value -- Give customers a-plus information -- Exceed customer expectation with convenience -- Managing your time and tasks to reduce stress -- Get employees to give great service -- Recognize the emerging trends in customer service. Marketing lcc BK 2776 10276 0 0 lcc 0 0 WIUC-1 WIUC-1 REF 2014-03-27 0 HF5415.5.T513 7276/301/13 2014-03-27 00:00:00 1 2014-03-27 BK