000			01537nam a2200241 a 4500
001			vtls003019353
003			MY-SjTCS
005			20200306154810.0
008			110218s2004 njua b 001 0 eng
020			_a0130485292 (pbk.)
039		9	_a201102181242 _bVLOAD _c200506130930 _dsusan _c200503301259 _dmeena _c200503301240 _dmeena _y200410151928 _zpushpa
082	0	4	_a658.812 _bGOE
100	1		_aGoetsch, David L. _95282
245	1	0	_aEffective customer service : _bten steps for technical professions / _cDavid L. Goetsch, Stanley B. Davis.
260			_aUpper Saddle River, N.J. : _bPearson Prentice Hall, _cc2004.
300			_axv, 288 p. : _bill. ; _c24 cm.
440		0	_aNetEffect series. _pTechnology skills. _9217059
505	0		_aIntroduction: 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.
650		0	_aCustomer services. _9202481
700	1		_aDavis, Stanley, _d1931- _e(j.a.) _9101449
920			_aTCHT: 665129
921			_aGEN : 105000
999			_c32938 _d32938