For undergraduate courses in Customer Service, Customer Relations, and Human Relations.

Continuing the tradition as a best-seller, 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 in any occupation. Students will be exposed to methods of improving customer loyalty through written messages, telephone techniques, and building websites. The third edition includes all forms of current technology to make this the most up-to-date text on the market.

Also available from Paul Timm: Technology and Customer Service (ISBN: 0-13-098990-8) (copyright 2005)