Customer service : career success through customer loyalty /
Paul R. Timm.
- 5th ed.
- Upper Saddle River, N.J. : Prentice Hall, c2011.
- xii, 226 p. : ill. ; 26 cm.
Includes bibliographical references and index.
Know why service matters -- Use behaviors that engage your customers -- Listen to your customer (a big "little thing") -- Use the telephone well for good service -- Use friendly web sites and electronic communication -- Recognize and deal with customer turnoffs -- Insight into emerging trends in customer service -- Get customer feedback -- Recover the potentially lost customer -- Exceed expectations with value -- Exceed customer expectations with information -- Exceed customer expectations with convenience and timing -- Dealing with emotional labor -- Get employees to give great service.