000			00968 a2200193 4500
008			121008t xxu||||| |||| 00| 0 eng d
020			_a817476433x
050			_aHF5415.5.N17
100			_aNash, Susan
245			_aDeliver outstanding customer service: gain and retain customers and stay ahead of the competition. / _cSusan Nash and Derek Nash
250			_a2nd ed.
260			_aNew Delhi: _bUBS Publishers, _c2002.
300			_a224 p.: _bill.; _c22cm.
500			_aIncludes index.
505			_aContents: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.
650			_aCustomer services.
700			_aNash, Derek.
942			_2lcc _cBK
999			_c2393 _d9893