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| Contents |
Introduction to customer service -- The financial and behavioral impacts of customer service -- Understanding the consumer -- Developing and maintaining a service culture -- Managing service encounters -- The importance of market research -- Building and maintaining customer relationships -- Providing customer service through the servicescape -- The impact of technology on customer service -- The importance of service recovery -- Promoting customer service internally and externally -- Customer service training handbook. |
| Bibliography note | Includes bibliographical references and index. |
| ISBN | 9781908999344 (pbk.) |
| ISBN | 1908999349 (pbk.) |
