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Customer service : career success through customer satisfaction / by Paul R. Timm.

By: Timm, Paul R.
Material type: materialTypeLabelBookPublisher: Upper Saddle River, N.J. : Pearson/Prentice Hall, c2005Edition: 3rd ed.Description: viii, 232 p. : ill. ; 24 cm.ISBN: 0131779966 (pbk.).Subject(s): Customer services | Consumer satisfaction | Customer relations | Success in businessDDC classification: 658.8/12
Contents:
Foster positive attitudes : recognizing the role of customer service in your success -- Recognize and deal with customer turnoffs : the customer keeps score -- Deal with dissatisfied customers : here's an opportunity for you -- Exceed customer expectations : the master key called A-plus -- Use behaviors that win customer loyalty : it's what you DO -- Apply winning telephone techniques : use phone responsiveness to create customer loyalty -- Use web sites to build customer loyalty : tap into the miracle of the internet -- Use written messages to boost customer satisfaction and loyalty : writing can create valuable ties -- Get others to give great service : roles of the supervisor, manager, or leader -- Understand the future of customer loyalty : changing conventions in customer service.
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Includes bibliographical references and index.

Foster positive attitudes : recognizing the role of customer service in your success -- Recognize and deal with customer turnoffs : the customer keeps score -- Deal with dissatisfied customers : here's an opportunity for you -- Exceed customer expectations : the master key called A-plus -- Use behaviors that win customer loyalty : it's what you DO -- Apply winning telephone techniques : use phone responsiveness to create customer loyalty -- Use web sites to build customer loyalty : tap into the miracle of the internet -- Use written messages to boost customer satisfaction and loyalty : writing can create valuable ties -- Get others to give great service : roles of the supervisor, manager, or leader -- Understand the future of customer loyalty : changing conventions in customer service.

B-32931/yusufibrahim/03052017

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