Harris, Elaine K. <br/><br/>
Customer service :  a practical approach / 
Elaine K. Harris. 
 - 4th ed. 
 - Upper Saddle River, N.J. :  Pearson Prentice Hall,  c2007. 
 - xvii, 169 p. :  ill. ;  26 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>0131989375 (pbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.
<br/><br/><label>Dewey Class. No.: </label>658.812  / HAR