Customer Service by Paul R. Timm
Career Success Through Customer Satisfaction (NetEffect Series) (3rd Edition)

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Synopsis

KET BENEFIT: This book ties together the best information from trade books and textbooks, and then adds a clear and usable process for developing the kinds of skills, attitudes, and thinking patterns needed to win customer loyalty. The coverage includes positive attitude, customer turnoffs, dissatisfied customers, customer expectations, customer loyalty, winning telephone techniques, and more. This book is for employees and managers of customer service departments and human resource training departments.
 

About Paul R. Timm

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An active author, Dr. Paul R. Timm has written dozens of articles and 31 books distributed worldwide by Prentice-Hall, South-Western College Publishing, Career Press, and Crisp Publications. His books have been translated into six languages and have been purchased in large quantities by companies such as AT&T, Staples and others. Dr. Timm served as president and partner in two training companies. Under his leadership these companies conducted seminars reaching as many as 7000 people a month across the U.S., Canada, Australia and New Zealand. He now does selective independent training and consulting for organizations in the U.S. and Europe. He earned university degrees from the State University of New York at Buffalo (BA), Ohio University (Master's) and Florida State University (Ph.D. in Communication and Management). T
 
Published August 25, 1997 by Prentice Hall College Div. 224 pages
Genres: Education & Reference. Non-fiction