| 000 | 00786cam a2200169 4500 | ||
|---|---|---|---|
| 001 | 9780273738077 | ||
| 008 | 120119t2010 xxu||||| |||| 00| 0 eng d | ||
| 020 | _a9780273738077 | ||
| 020 | _a0273738070 (pbk.) : | ||
| 100 | _aStevens, D | ||
| 245 | 0 | _aBrilliant customer service | |
| 260 |
_aHarlow : _bPrentice Hall, _c2010 |
||
| 505 | _aCustomers have changed -- The cornerstones of brilliant customer service -- Make 'virtual' service brilliant customer service -- Use the 'emotional scale' to create loyalty and trust -- Read between the lines : silence is never golden! -- How to handle any complaint -- How to say 'no' and still keep the customer -- How to offer more -- Seven ways to 'wow' your customers. | ||
| 650 | _aManagement | ||
| 690 | _aCustomer Care | ||
| 999 |
_c47274 _d47274 |
||