TY  - GEN
AU  - Nash, Susan
AU  - Nash, Derek.
TI  - Deliver outstanding customer service: gain and retain customers and stay ahead of the competition.
SN  - 817476433x
AV  - HF5415.5.N17 
PY  - 2002///
CY  - New Delhi
PB  - UBS Publishers
KW  - Customer services.
N1  - Includes index; Contents:Understanding custom- Delivering outstanding customer service -- Customer service strategy -- Hiring the right people -- Developing personal service skills -- Managing the customer interaction -- Implementing efective processes -- Dealing with customer complaints -- Instituting continuous improvement processes -- Helping managers become leaders -- Delighting the customer
ER  -