Test Bank (Complete Download) for Customer Service: Career Success Through Customer Loyalty, 6/E, Paul R. Timm, ISBN-10: 0133056252, ISBN-13: 9780133056259, Instantly Downloadable Test Bank, Complete (ALL CHAPTERS) TestBank
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Table of Contents
1.Â Â Â Â Â Appreciate Why Customer Service Matters
PART I: L=LITTLE THINGS
2.Â Â Â Â Â Use Behaviors That Engage Your Customers
3.Â Â Â Â Â Listen to Your Customer ( a Big “little thing”)
4.Â Â Â Â Â Use the Telephone Correctly for Good Service
5.Â Â Â Â Â Use Friendly Web Sites and Electronic Communication
PARTÂ II= INSIGHT
6.Â Â Â Â Â Recognize and Deal with Customer Turnoffs
7.Â Â Â Â Â Insight into Emerging Trends in Customer Service
8.Â Â Â Â Â Get Customer Feedback
9.Â Â Â Â Â Recover the Potentially Lost Customer
10.Â Exceed Expectations with Value
11.Â Exceed Expectations with Information
12.Â Exceed Expectations with Convenience and Timing
PART V= LIVING LIFE AND LEADING OTHERS
13.Â Influencing Others to Give Great Service