书目详细信息
： CUSTOMER SERVICE :
书目信息 机读格式(MARC)
| ISBN： | 0131779966 (pbk.) |
|---|---|
| 个人名称： | Timm, Paul R. |
| 题名： | Customer service : career success through customer satisfaction / Paul R. Timm. |
| 版本说明： | 3rd ed. |
| 索书号： | F713.5/T584=2E |
| 出版发行项： | Upper Saddle River, N.J. : Pearson/Prentice Hall, 2005. |
| 载体形态： | viii, 232 p. : ill. ; 24 cm. |
| 书目附注： | Includes bibliographical references and index. |
| 格式化内容附注： | 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. |