Customer service: career success through customer loyalty. / Paul R. Timm.
Material type:
TextPublisher: Boston: Prentice Hall, 2010Edition: 5th edDescription: xii, 226 p.: ill.; 26cmISBN: 9780135063972; 0135063973Subject(s): Customer services | Consumer satisfaction | Customer relationsLOC classification: HF5415.5.T51| Item type | Current location | Home library | Call number | Status | Date due | Barcode |
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WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA KUMASI LIBRARY General Stacks | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA KUMASI LIBRARY | HF5415.5.T51(5e) (Browse shelf) | Available | K/1537/1537/19 |
Includes index.
Contents: Know why service matters -- Life: Little things -- 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 -- Life: Insight -- Recognize and deal with customer turnoffs -- Insight into emerging trends in customer service -- Life: Feedback -- Get customer feedback -- Recover the potentially lost customer -- Life: Expectations -- Exceed expectations with value -- Exceed customer expectations with information -- Exceed customer expectations with convenience and timing -- Living life: Dealing with emotional labor -- Get employees to give great service --
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