TY  - BOOK
AU  - Harris,Elaine K.
TI  - Customer service: a practical approach 
SN  - 9780135064337 (alk. paper)
AV  - HF5415.5 .H2897 2007
PY  - 2007///
CY  - Upper Saddle River, N.J.
PB  - Pearson Prentice Hall
KW  - Customer services
N1  - 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
UR  - http://www.loc.gov/catdir/toc/ecip062/2005030573.html
ER  -