Customer service excellence. /
Debra J. MacNeill.
- Burr Ridge, Ill. : Business One Irwin/Mirror Press, c1994.
- xiii, 95 p. : ill. ; 26 cm.
- The Business skills express series .
Includes bibliographical references.
Contents: Self-assesment -- Understanding your customers -- Uncovering customer needs -- Communication is the key -- A Five-star approach to problem resolution -- Lasting impressions -- A Plan for action -- Post-test.