Snow, Dennis. <br/><br/>
Unleashing excellence :  the complete guide to ultimate customer service / 
Dennis Snow, Teri Yanovitch. 
 - 2nd ed., updated and expanded. 
 - India :  Wiley,  c2010. 
 - xviii, 238 p. :  ill. ;  24 cm. 
 - Times Group Books / Times Business Series .
<br/><br/> Includes index.  Previous ed.: Sanford, Fla.: DC, 2004. 
<br/><br/>The DNA of service excellence; --- The leadership actions; ---The service improvement team;---Developing the service improvement core tools; --- Communication;---Training and education; --- Interviewing and selection; --- Measurement; --- Recognition; ---Service obstacle system; --- accountability. 
<br/><br/><label>ISBN: </label>9780470503805 0470503807 9788126529209 
<br/><br/><label>LCCN: </label>2009282566 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Customer relations.<br/>Servicio al cliente<br/>Relaciones con los clientes
<br/><br/><label>LC Class. No.: </label>HF 5415.5  / S674u 2010 
<br/><br/><label>Dewey Class. No.: </label>658.812