TY  - BOOK
AU  - Timm, Paul R.
TI  - Customer service: career success through customer loyalty.
SN  - 9780135063972
AV  - HF5415.5.T513 
PY  - 2011///
CY  - Boston
PB  - Prentice Hall
KW  - Marketing
N1  - 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
ER  -