Customer service :career success through customer loyalty. / Paul R. Timm.
Material type:
TextPublisher: Upper Saddle River, N.J. : Prentice Hall, c2011Edition: 5th edDescription: xii, 226 p. : ill. ; 26 cmISBN: 9780135063972 (alk. paper); 0135063973 (alk. paper)Subject(s): Customer services | Consumer satisfaction | Customer relations | Success in businessDDC classification: 658.8/12 LOC classification: HF5415.5.T513 | Item type | Current location | Home library | Call number | Copy number | Status | Date due | Barcode |
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WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY CC | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | HF5415.5 .T513 (Browse shelf) | 2 | Available | 828/021/13 | |
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Books
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WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY CC | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | HF5415.5 .T5131 (Browse shelf) | 2 | Available | 853/044/13 |
Includes bibliographical references and index.
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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