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Customer service : career success through customer loyalty / Paul R. Timm.

Material type: TextTextPublication details: Upper Saddle River, N.J. : Prentice Hall, c2011.Edition: 5th edDescription: xii, 226 p. : ill. ; 26 cmISBN:
  • 9780135063972 (alk. paper)
  • 0135063973 (alk. paper)
Subject(s): DDC classification:
  • 658.8/12 TIM 22
LOC classification:
  • HF5415.5 .T513 2011
Contents:
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.
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Holdings
Item type Current library Call number Copy number Status Date due Barcode
Book Book The Mico University College General Stacks 658.8/12 TIM (Browse shelf(Opens below)) 1 Available 68183

Includes bibliographical references and index.

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.

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