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

By: Timm, Paul RMaterial type: TextTextPublisher: Upper Sadle River: Pearson, 2008Edition: 4th edDescription: xvii, 281 p.: ill.; 26cmISBN: 0132236583Subject(s): MarketingLOC classification: HF5415.5.T513
Contents:
Contents: Know why service matters -- Use behaviours that engage your customers -- Apply your best listening skills -- Use the telephone right for good service -- Use friendly web sites and electronic communication -- Recognize and deal with customer turn-offs -- Get customer feedback -- Recover the potential lost customer -- Exceed expectations with value -- Give customers a-plus information -- Exceed customer expectation with convenience -- Managing your time and tasks to reduce stress -- Get employees to give great service -- Recognize the emerging trends in customer service.
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HF5415.5.T513 (Browse shelf) 1 Available 7276/301/13

Includes index and appendix.

Contents: Know why service matters -- Use behaviours that engage your customers -- Apply your best listening skills -- Use the telephone right for good service -- Use friendly web sites and electronic communication -- Recognize and deal with customer turn-offs -- Get customer feedback -- Recover the potential lost customer -- Exceed expectations with value -- Give customers a-plus information -- Exceed customer expectation with convenience -- Managing your time and tasks to reduce stress -- Get employees to give great service -- Recognize the emerging trends in customer service.

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