01764cam a2200361 a 4500 15981609 OSt 20210414114212.0 091112s2011 njua b 001 0 eng 2009047554 GBA9A8150 bnb 015414568 Uk 9780135063972 (alk. paper) 0135063973 (alk. paper) (OCoLC)ocn465363831 DLC DLC YDX UKM YDXCP DLC HF5415.5.T513 658.8/12 22 Timm, Paul R. 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. Includes bibliographical references and index. 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. Customer services. Consumer satisfaction. Customer relations. Success in business. 7 cbc orignew 1 ecip 20 y-gencatlg lcc BK 2820 10320 0 0 lcc 0 0 WIUC-1 WIUC-1 CC 2014-04-09 0 HF5415.5 .T513 828/021/13 2014-04-09 00:00:00 2 2014-04-09 BK 0 0 lcc 0 0 WIUC-1 WIUC-1 CC 2014-04-09 0 HF5415.5 .T5131 853/044/13 2014-04-09 00:00:00 2 2014-04-09 BK