01419nam a22002657a 4500 OSt 20221119133455.0 140604b xxu||||| |||| 00| 0 eng d 2009047554 9780135063972 0135063973 LC HF5415.5.T51 Timm, Paul R. 735 Customer service: career success through customer loyalty. / Paul R. Timm. 5th ed. Boston: Prentice Hall, 2010. xii, 226 p.: 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 -- Customer services 736 Consumer satisfaction 737 Customer relations 738 lcc BK 9315 16815 0 0 lcc 0 0 WIUC-KL WIUC-KL GEN 2019-11-07 0 HF5415.5.T51(5e) K/1537/1537/19 2022-11-19 00:00:00 2022-11-19 BK