Timm, Paul R. <br/><br/>
Customer service: career success through customer loyalty. / 
Paul R. Timm. 
 - 5th ed. 
 - Boston:  Prentice Hall,  2011. 
 - xii, 226p.:  ill.;  26cm. 
<br/><br/> Includes index. 
<br/><br/>Contents: Know why service matters -- Life: Little things -- 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 -- Life: Insight -- Recognize and deal with customer turnoffs -- Insight into emerging trends in customer service -- Life: Feedback -- Get customer feedback -- Recover the potentially lost customer -- Life: Expectations -- Exceed expectations with value -- Exceed customer expectations with information -- Exceed customer expectations with convenience and timing -- Living life: Dealing with emotional labor -- Get employees to give great service. 
<br/><br/><label>ISBN: </label>9780135063972 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Marketing.
<br/><br/><label>LC Class. No.: </label>HF5415.5.T513