TY  - BOOK
AU  - Harris,Elaine K.
TI  - Customer service :a practical approach.
SN  - 9780135064337 (alk. paper)
AV  - HF5415.5.H2897  
U1  - 658.8/12 22
PY  - 2010///
CY  - Upper Saddle River, N.J.
PB  - Pearson Prentice Hall
KW  - Customer services
N1  - 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
ER  -