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The complete idiot's guide to great customer service

Author: Ron Karr; Donald W Blohowiak
Publisher: New York, NY : Alpha Books, ©1997.
Edition/Format:   Print book : EnglishView all editions and formats
Database:WorldCat
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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Ron Karr; Donald W Blohowiak
ISBN: 0028619536 9780028619538
OCLC Number: 37858892
Notes: Includes index.
Description: xxvi, 326 pages : illustrations ; 24 cm
Contents: Pt. 1. What exactly is customer service? 1. Customer service: a many splendored thing. 2. Service: it's a mission. 3. Just who serves the customer around here? 4. Standardized --
spelling out good performance. 5. Who's your valued customer? --
pt. 2. Service is communication. 6. The pleasure of your business... 7. What's the customer's style? 8. So what's the problem. 9. The angry customer. 10. Writing for service. 11. Look! It's an instruction manual. --
pt. 3. So, how am I doing? 12. Complain, complain, complain. 13. Just the FAQs. 14. Survey says... 15. Great expectations. --
pt. 4. Build it and they will come: creating a customer service organization. 16. Structuring the service function for success. 17. Finding and hiring service winners. 18. Enable your winners to win. 19. Who's siting where? 20. It's an internal organ. 21. It's a wordly thing. --
pt. 5. The gizmos & gadgets of great service. 22. Hello there! 23. Help is on the line. 24. ZAP! E-mail coming at you. 25. Next stop: information superhighway.
Other Titles: Complete idiot's guide
Guide to great customer service
Great customer service
Responsibility: by Ron Karr and Don Blohowiak.
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