Customer service :
Harris, Elaine K.
Customer service : a practical approach / Elaine K. Harris. - 4th ed. - Upper Saddle River, N.J. : Pearson Prentice Hall, c2007. - xvii, 169 p. : ill. ; 26 cm.
Includes index.
Includes bibliographical references and index.
What is customer service? -- The challenges of customer service -- Problem solving -- Strategy for formulating a plan for success -- Empowerment -- Communication in customer service -- Coping with challenging customers -- Motivation -- Leadership in customer service -- Customer retention and measurement of satisfaction -- Technology and customer service -- Excellence in customer service.
9780135064337 (alk. paper)
2005030573
Customer services.
HF5415.5 / .H2897 2007
Customer service : a practical approach / Elaine K. Harris. - 4th ed. - Upper Saddle River, N.J. : Pearson Prentice Hall, c2007. - xvii, 169 p. : ill. ; 26 cm.
Includes index.
Includes bibliographical references and index.
What is customer service? -- The challenges of customer service -- Problem solving -- Strategy for formulating a plan for success -- Empowerment -- Communication in customer service -- Coping with challenging customers -- Motivation -- Leadership in customer service -- Customer retention and measurement of satisfaction -- Technology and customer service -- Excellence in customer service.
9780135064337 (alk. paper)
2005030573
Customer services.
HF5415.5 / .H2897 2007