TY  - BOOK
AU  - Harris,Elaine K.
TI  - Customer service: a practical approach 
SN  - 0131989375 (pbk.)
U1  - 658.812 
PY  - 2007///
CY  - Upper Saddle River, N.J.
PB  - Pearson Prentice Hall
KW  - Customer services
N1  - 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
ER  -