000			01360nam a2200253 a 4500
001			247301
003			MOEB
005			20230606103254.0
008			130718t2011 nju gr 000 0 eng d
020			_a9780135063972 (pbk.)
049			_aUNISSA.
084			_aHF5415.5 T513 2011
100	1		_aTimm, Paul R.
245	1	0	_aCustomer service : _bcareer success through customer loyalty / _cPaul R. Timm.
250			_a5th ed.
260			_aUpper Saddle River, N.J. : _bPrentice Hall, _cc2011.
300			_axii, 226 p. : _bill. ; _c26 cm.
505			_aKnow 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.
504			_aIncludes bibliographical references and index.
650		0	_aCustomer services.
650		0	_aConsumer satisfaction.
650		0	_aCustomer relations.
997			_a1050040130-31 (UNISSA, c.1-2)
999			_c12605 _d12605