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Customer service : a practical approach / Elaine K. Harris.

By: Harris, Elaine K.
Publisher: Upper Saddle River, N.J. : Pearson Prentice Hall, c2007Edition: 4th ed.Description: xvii, 169 p. : ill. ; 26 cm.ISBN: 0131989375 (pbk.).Subject(s): Customer servicesDDC classification: 658.812
Contents:
1. What is customer service? - 2. The challenges of customer service - 3. Problem solving - 4. Strategy for formulating a plan for success - 5. Empowerment - 6. Communications in customer service - 7. Coping with challenging customers - 8. Motivation - 9. Leadership in customer service - 10. Customer retention and measurement of satisfaction - 11. Technology and customer service - 12. Excellence in customer service.
Item type Current location Shelf location Call number Copy number Status Notes Date due Barcode
Main Collection Taylor's Library-TU

Floor 4, Shelf 27 , Side 1, TierNo 4, BayNo 3

 658.812 HAR (Browse shelf) 1 Available SHTEx,70002,03,CL 5000028975

Includes bibliographical references and index.

1. What is customer service? - 2. The challenges of customer service - 3. Problem solving - 4. Strategy for formulating a plan for success - 5. Empowerment - 6. Communications in customer service - 7. Coping with challenging customers - 8. Motivation - 9. Leadership in customer service - 10. Customer retention and measurement of satisfaction - 11. Technology and customer service - 12. Excellence in customer service.