01199nam a22001817a 4500 140604b xxu||||| |||| 00| 0 eng d 9780135063972 HF5415.5.T513 Timm, Paul R. Customer service: career success through customer loyalty. / Paul R. Timm. 5th ed. Boston: Prentice Hall, 2011. xii, 226p.: ill.; 26cm. Includes index. 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. Marketing. lcc BK 2946 10446 0 0 lcc 0 0 WIUC-1 WIUC-1 REF 2014-06-04 0 HF5415.5.T513 7264/289/13 2014-06-04 00:00:00 1 2014-06-04 BK 0 0 lcc 0 0 WIUC-1 WIUC-1 REF 2014-06-04 0 HF5415.5.T5131 7265/290/13 2014-06-04 00:00:00 2 2014-06-04 BK 0 0 lcc 0 0 WIUC-1 WIUC-1 REF 2014-06-04 0 HF5415.5.T5132 7266/291/13 2014-06-04 00:00:00 3 2014-06-04 BK