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Customer service : career success through customer loyalty / Paul R. Timm.

By: Timm, Paul R.
Publisher: Upper Saddle River, N.J. : Prentice Hall, c2011Edition: 5th ed.Description: xii, 226 p. : ill ; 26 cm.ISBN: 9780135063972 (pbk.); 0135063973 (pbk.).Subject(s): Customer services | Consumer satisfaction | Customer relations | Success in businessDDC classification: 658.812
Contents:
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.
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 1, BayNo 4

 658.812 TIM 2011 (Browse shelf) 1 Available TBSxx,34003,03,CL 5000124689

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.