TY  - BOOK
AU  - Timm,Paul R.
TI  - Customer service: career success through customer satisfaction 
SN  - 0131779966 (pbk.)
AV  - HF5415.5 .T513 2005
U1  - 658.8/12 22
PY  - 2005///
CY  - Upper Saddle River, N.J.
PB  - Pearson/Prentice Hall
KW  - Customer services
KW  - Consumer satisfaction
KW  - Customer relations
KW  - Success in business
N1  - 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
ER  -