TY  - BOOK
AU  - Harris, Elaine K.
TI  - Customer service : A practical approach
SN  - 9781292040356
AV  - HF 5415.5 H37C 2014
PY  - 2014///
CY  - Harlow
PB  - Pearson Education
KW  - CUSTOMER SERVICES
KW  - CUSTOMER RELATIONS
KW  - CONSUMER SATISFACTION
N1  - Glossary p.1-4 -- What Is Customer Service? p.5-18 -- The Challenges of Customer Service p.19-34 -- Problem Solving p.35-56 -- Strategy for Formulating a Plan for Success p.57-70 -- Empowerment p.71-82 -- Communications in Customer Service p.83-100 -- Coping with Challenging Customers p.101-118 -- Motivation p.119-134 -- Leadership in Customer Service p.135-152 -- Customer Retention and Measurement of Satisfaction p.153-168 -- Technology and Customer Service p.169-182 -- Excellence in Customer Service p.183
ER  -