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Test Bank for Customer Service: Career Success Through Customer Loyalty, 6/E, Paul R. Timm, ISBN-10: 0133056252, ISBN-13: 9780133056259, Downloadable Digital Test Bank Files

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Test Bank for Customer Service: Career Success Through Customer Loyalty, 6/E, Paul R. Timm, ISBN-10: 0133056252, ISBN-13: 9780133056259



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What is a Test Bank?

You are buying Test Bank. Test Bank is not original text book or solution manual or eBook. A Test Bank is collection of test questions tailored to the contents of an individual text book. Test bank may contain the types of questions: multiple choice, true/false, fill in the blank, matching, essay/short answer, and free-response questions. Please download sample for your confidential.

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Table of Contents

1.      Appreciate Why Customer Service Matters

PART I: L=LITTLE THINGS

2.      Use Behaviors That Engage Your Customers

3.      Listen to Your Customer ( a Big “little thing”)

4.      Use the Telephone Correctly for Good Service

5.      Use Friendly Web Sites and Electronic Communication

PART  II= INSIGHT

6.      Recognize and Deal with Customer Turnoffs

7.      Insight into Emerging Trends in Customer Service

PART III=FEEDBACK

8.      Get Customer Feedback

9.      Recover the Potentially Lost Customer

PART IV=EXPECTATIONS

10.  Exceed Expectations with Value

11.  Exceed Expectations with Information

12.  Exceed Expectations with Convenience and Timing

PART V= LIVING LIFE AND LEADING OTHERS

13.  Influencing Others to Give Great Service