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Customer service : a practical approach

Author: Elaine K Harris
Publisher: Upper Saddle River, N.J. : Prentice Hall, ©1996.
Edition/Format:   Print book : EnglishView all editions and formats
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Document Type: Book
All Authors / Contributors: Elaine K Harris
ISBN: 0134364600 9780134364605
OCLC Number: 32778420
Notes: Includes index.
Description: xvii, 139 pages : illustrations ; 26 cm
Contents: Ch. 1. What Is Customer Service? --
Ch. 2. Challenges of Customer Service --
Ch. 3. Problem Solving --
Ch. 4. Strategy and Formulation of a Plan for Success --
Ch. 5. Empowerment --
Ch. 6. Communications in Customer Service --
Ch. 7. Coping with Challenging Customers --
Ch. 8. Motivation --
Ch. 9. Leadership in Customer Service --
Ch. 10. Customer Retention and Measurement of Satisfaction --
Ch. 11. Excellence in Customer Service.
Responsibility: Elaine K. Harris.

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