Harris, Elaine K. creator text nju Upper Saddle River, N.J Pearson Prentice Hall c2010 2010 5th ed. monographic eng

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xiv, 177 p. : ill. ; 26 cm. 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. Elaine K. Harris. Includes index. Customer services HF5415.5.H2897 658.8/12 9780135064337 (alk. paper) 0135064333 (alk. paper) 2009018902 DLC 090520 20210414113928.0 15745023