Harris, Elaine K.
Customer service :a practical approach. / Elaine K. Harris. - 5th ed. - Upper Saddle River, N.J. : Pearson Prentice Hall, c2010. - xiv, 177 p. : ill. ; 26 cm.
Includes index.
Contents : 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.
9780135064337 (alk. paper) 0135064333 (alk. paper)
2009018902
Customer services.
HF5415.5.H2897
658.8/12
Customer service :a practical approach. / Elaine K. Harris. - 5th ed. - Upper Saddle River, N.J. : Pearson Prentice Hall, c2010. - xiv, 177 p. : ill. ; 26 cm.
Includes index.
Contents : 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.
9780135064337 (alk. paper) 0135064333 (alk. paper)
2009018902
Customer services.
HF5415.5.H2897
658.8/12