Customer service: career success through customer loyalty. /
Paul R. Timm
- 4th ed.
- Upper Sadle River: Pearson, 2008.
- xvii, 281 p.: ill.; 26cm.
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.