Harris, Elaine K. <br/><br/>
Customer service :a practical approach. / 
Elaine K. Harris. 
 - 5th ed. 
 - Upper Saddle River, N.J. :  Pearson Prentice Hall,  c2010. 
 - xiv, 177 p. :  ill. ;  26 cm. 
<br/><br/> Includes index. 
<br/><br/>Contents : What is customer service -- The Challenges of customer service -- Problem solving -- Strategy for formulating a plan for success -- Empowerment -- Communications in customer service -- Coping with challenging customers -- Motivation -- Leadership in customer service -- Cutomer retentioin and measurement of satisfaction -- Technology and customer service -- Excellence in customer service -- Glossary. 
<br/><br/><label>ISBN: </label>9780135064337 (alk. paper) 0135064333 (alk. paper) 
<br/><br/><label>LCCN: </label>2009018902 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.
<br/><br/><label>LC Class. No.: </label>HF5415.5.H2897  
<br/><br/><label>Dewey Class. No.: </label>658.8/12