TY  - BOOK
AU  - Goetsch,David L.
AU  - Davis,Stanley
TI  - Effective customer service: ten steps for technical professions 
SN  - 0130485292 (pbk.)
U1  - 658.812 
PY  - 2004///
CY  - Upper Saddle River, N.J.
PB  - Pearson Prentice Hall
KW  - Customer services
N1  - 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
ER  -