000			01419nam a22002657a 4500
003			OSt
005			20221119133455.0
008			140604b xxu||||| |||| 00| 0 eng d
010			_a2009047554
020			_a9780135063972
020			_a0135063973
040			_cLC
050			_aHF5415.5.T51
100			_aTimm, Paul R. _9735
245			_aCustomer service: career success through customer loyalty. / _cPaul R. Timm.
250			_a5th ed.
260			_aBoston: _bPrentice Hall, _c2010.
300			_axii, 226 p.: _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			_aCustomer services _9736
650			_aConsumer satisfaction _9737
650			_aCustomer relations _9738
942			_2lcc _cBK
999			_c9315 _d16815