000			01418cam a2200289 a 4500
001			15745023
005			20210414113928.0
008			090520s2010 njua 001 0 eng
010			_a 2009018902
020			_a9780135064337 (alk. paper)
020			_a0135064333 (alk. paper)
035			_a(OCoLC)ocn340961332
040			_aDLC _cDLC _dYDX _dYDXCP _dBWX _dDLC
050	0	0	_aHF5415.5.H2897
082	0	0	_a658.8/12 _222
100	1		_aHarris, Elaine K.
245	1	0	_aCustomer service :a practical approach. / _cElaine K. Harris.
250			_a5th ed.
260			_aUpper Saddle River, N.J. : _bPearson Prentice Hall, _cc2010.
300			_axiv, 177 p. : _bill. ; _c26 cm.
500			_aIncludes index.
505			_aContents : 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.
650		0	_aCustomer services.
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2lcc _cBK
999			_c745 _d8245