Goetsch, David L. <br/><br/>
Effective customer service :  ten steps for technical professions / 
David L. Goetsch, Stanley B. Davis. 
 - Upper Saddle River, N.J. :  Pearson Prentice Hall,  c2004. 
 - xv, 288 p. :  ill. ;  24 cm. 
 - NetEffect series.  Technology skills. .
<br/><br/>Introduction: Ten-step model for effective customer service. - 1. Understand effective customer service and its importance. - 2. Set the tone and companywide expectations. - 3. Identify what your customers want. - 4. Benchmark the company's processes. - 5. Compare actual performance against Benchmarks identify root causes of performance problems and make improvements. - 6. Provide training for employees and customers. - 7. Turn difficult and dissatisfied customers into loyal repeat customers. - 8. Communicate effectively and often with customers. - 9. Establish internal customer satisfaction. - 10. Establish a customer-oriented culture. - Index. 
<br/><br/><label>ISBN: </label>0130485292 (pbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.
<br/><br/><label>Dewey Class. No.: </label>658.812  / GOE