000			01199nam a22001817a 4500
008			140604b xxu||||| |||| 00| 0 eng d
020			_a9780135063972
050			_aHF5415.5.T513
100			_aTimm, Paul R.
245			_aCustomer service: career success through customer loyalty. / _cPaul R. Timm.
250			_a5th ed.
260			_aBoston: _bPrentice Hall, _c2011.
300			_axii, 226p.: _bill.; _c26cm.
500			_aIncludes index.
505			_aContents: 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.
650			_aMarketing.
942			_2lcc _cBK
999			_c2946 _d10446