Customer service : career success through customer loyalty / Paul R. Timm.
Material type: TextPublication details: Upper Saddle River, N.J. : Prentice Hall, c2011.Edition: 5th edDescription: xii, 226 p. : ill. ; 26 cmISBN:- 9780135063972 (alk. paper)
- 0135063973 (alk. paper)
- 658.8/12 TIM 22
- HF5415.5 .T513 2011
Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|
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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