Timm, Paul R. <br/><br/>
Customer service :career success through customer loyalty. / 
Paul R. Timm. 
 - 5th ed. 
 - Upper Saddle River, N.J. :  Prentice Hall,  c2011. 
 - xii, 226 p. :  ill. ;  26 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>Contents: Know why service matters -- 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 -- Recognize and deal with customer turnoffs -- Insight into emerging trends in customer service -- Get customer feedback -- Recover the potentially lost customer -- Exceed expectations with value -- Exceed customer expectations with information -- Exceed customer expectations with convenience and timing -- Dealing with emotional labor -- Get employees to give great service. 
<br/><br/><label>ISBN: </label>9780135063972 (alk. paper) 0135063973 (alk. paper) 
<br/><br/><label>LCCN: </label>2009047554 
<br/><br/><label>Nat. Bib. No.: </label>GBA9A8150  bnb 
<br/><br/><label>Nat. Bib. Agency Control No.: </label>015414568  Uk 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Consumer satisfaction.<br/>Customer relations.<br/>Success in business.
<br/><br/><label>LC Class. No.: </label>HF5415.5.T513  
<br/><br/><label>Dewey Class. No.: </label>658.8/12