Timm, Paul R. creator text xxu Upper Sadle River Pearson 2008 4th ed. monographic eng

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xvii, 281 p.: ill.; 26cm. 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. Paul R. Timm Includes index and appendix. Marketing HF5415.5.T513 0132236583 140327