01418cam a2200289 a 4500 15745023 20210414113928.0 090520s2010 njua 001 0 eng 2009018902 9780135064337 (alk. paper) 0135064333 (alk. paper) (OCoLC)ocn340961332 DLC DLC YDX YDXCP BWX DLC HF5415.5.H2897 658.8/12 22 Harris, Elaine K. Customer service :a practical approach. / Elaine K. Harris. 5th ed. Upper Saddle River, N.J. : Pearson Prentice Hall, c2010. xiv, 177 p. : ill. ; 26 cm. Includes index. Contents : What is customer service -- The Challenges of customer service -- Problem solving -- Strategy for formulating a plan for success -- Empowerment -- Communications in customer service -- Coping with challenging customers -- Motivation -- Leadership in customer service -- Cutomer retentioin and measurement of satisfaction -- Technology and customer service -- Excellence in customer service -- Glossary. Customer services. 7 cbc orignew 1 ecip 20 y-gencatlg lcc BK 745 8245 0 0 lcc 0 0 WIUC-1 WIUC-1 GEN 2012-04-20 0 HF5415.5.H2897 1814/12 2012-04-20 00:00:00 1 2012-04-20 BK 0 0 lcc 0 0 WIUC-1 WIUC-1 GEN 2012-04-20 0 HF5415.5.H28971 1815/12 2012-04-20 00:00:00 2 2012-04-20 BK