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Customer service : career success through customer satisfaction

Author: Paul R Timm
Publisher: Upper Saddle River, N.J. : Pearson/Prentice Hall, ©2005.
Edition/Format:   Print book : English : 3rd edView all editions and formats
Summary:

For undergraduate courses in Customer Service, Customer Relations, and Human Relations, this book ties together information from trade books and textbooks, and then adds a clear and usable process  Read more...

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Document Type: Book
All Authors / Contributors: Paul R Timm
ISBN: 0131779966 9780131779969
OCLC Number: 55068083
Description: viii, 232 pages : illustrations ; 24 cm
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.
Responsibility: Paul R. Timm.

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