TY  - BOOK
AU  - Timm,Paul R.
TI  - Customer service: career success through customer loyalty 
SN  - 9780135063972 (pbk.)
PY  - 2011///
CY  - Upper Saddle River, N.J.
PB  - Prentice Hall
KW  - Customer services
KW  - Consumer satisfaction
KW  - Customer relations
N1  - 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
ER  -