Customer service : career success through customer loyalty

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Title:

Customer service : career success through customer loyalty

Author:

Timm, Paul R.

ISBN:

9780135063972

Personal Author:

Timm, Paul R.

Edition:

5th ed.

Publication Information:

Upper Saddle River, N.J. : Prentice Hall, c2011.

Physical Description:

xii, 226 p. : ill. ; 26 cm.

Contents:

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.

Subject Term:

Customer services.

Consumer satisfaction.

Customer relations.

Success in business.

Copies:

Available:*

Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:IIEMSA	1:GEN-BOOK	33168025478666	658.812 T584C 2011	1	Searching... Unknown

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Summary

Customer Service: Career Success through Customer Loyalty , 5e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition is reorganized so it is easy to see how key concepts fit together. New information is included on internal customers, emerging technologies, and stress-reducing techniques. Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that exceeds customer expectations and creates loyalty and success.