000			01103nam a22001817a 4500
008			140327b xxu||||| |||| 00| 0 eng d
020			_a0132236583
050			_aHF5415.5.T513
100			_aTimm, Paul R.
245			_aCustomer service: career success through customer loyalty. / _cPaul R. Timm
250			_a4th ed.
260			_aUpper Sadle River: _bPearson, _c2008.
300			_axvii, 281 p.: _bill.; _c26cm.
500			_aIncludes index and appendix.
505			_aContents: 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.
650			_aMarketing
942			_2lcc _cBK
999			_c2776 _d10276