Timm, Paul R.
Customer service : career success through customer loyalty / Paul R. Timm. - 5th ed. - Upper Saddle River, N.J. : Prentice Hall, c2011. - xii, 226 p. : ill ; 26 cm.
Includes bibliographical references and index.
Know why service matters -- Use behaviors that engage your customers -- Listen to your customer (a big "little thing") -- Use the telephone well for good service -- Use friendly web sites and electronic communication -- Recognize and deal with customer turnoffs -- Insight into emerging trends in customer service -- Get customer feedback -- Recover the potentially lost customer -- Exceed customer expectations with value -- Exceed customer expectations with information -- Make instructions and simple -- Exceed customer expectations with convenience and timing -- Dealing with emotional labor -- Chapter 14.get employees to give great service.
9780135063972 (pbk.) 0135063973 (pbk.)
Customer services.
Consumer satisfaction.
Customer relations.
Success in business.
658.812 / TIM 2011
Customer service : career success through customer loyalty / Paul R. Timm. - 5th ed. - Upper Saddle River, N.J. : Prentice Hall, c2011. - xii, 226 p. : ill ; 26 cm.
Includes bibliographical references and index.
Know why service matters -- Use behaviors that engage your customers -- Listen to your customer (a big "little thing") -- Use the telephone well for good service -- Use friendly web sites and electronic communication -- Recognize and deal with customer turnoffs -- Insight into emerging trends in customer service -- Get customer feedback -- Recover the potentially lost customer -- Exceed customer expectations with value -- Exceed customer expectations with information -- Make instructions and simple -- Exceed customer expectations with convenience and timing -- Dealing with emotional labor -- Chapter 14.get employees to give great service.
9780135063972 (pbk.) 0135063973 (pbk.)
Customer services.
Consumer satisfaction.
Customer relations.
Success in business.
658.812 / TIM 2011