TY  - BOOK
AU  - Timm, Paul R.
TI  - Customer service: career success through customer loyalty.
SN  - 0132236583
AV  - HF5415.5.T513 
PY  - 2008///
CY  - Upper Sadle River
PB  - Pearson
KW  - Marketing
N1  - 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
ER  -