000			01764cam a2200361 a 4500
001			15981609
003			OSt
005			20210414114212.0
008			091112s2011 njua b 001 0 eng
010			_a 2009047554
015			_aGBA9A8150 _2bnb
016	7		_a015414568 _2Uk
020			_a9780135063972 (alk. paper)
020			_a0135063973 (alk. paper)
035			_a(OCoLC)ocn465363831
040			_aDLC _cDLC _dYDX _dUKM _dYDXCP _dDLC
050	0	0	_aHF5415.5.T513
082	0	0	_a658.8/12 _222
100	1		_aTimm, Paul R.
245	1	0	_aCustomer service :career success through customer loyalty. / _cPaul R. Timm.
250			_a5th ed.
260			_aUpper Saddle River, N.J. : _bPrentice Hall, _cc2011.
300			_axii, 226 p. : _bill. ; _c26 cm.
504			_aIncludes bibliographical references and index.
505	0		_aContents: Know why service matters -- 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 -- Recognize and deal with customer turnoffs -- Insight into emerging trends in customer service -- Get customer feedback -- Recover the potentially lost customer -- Exceed expectations with value -- Exceed customer expectations with information -- Exceed customer expectations with convenience and timing -- Dealing with emotional labor -- Get employees to give great service.
650		0	_aCustomer services.
650		0	_aConsumer satisfaction.
650		0	_aCustomer relations.
650		0	_aSuccess in business.
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2lcc _cBK
999			_c2820 _d10320