TY  - BOOK
AU  - Snow,Dennis
AU  - Yanovitch,Teri
TI  - Unleashing excellence: the complete guide to ultimate customer service 
SN  - 9780470503805
AV  - HF 5415.5 S674u 2010
U1  - 658.812 
PY  - 2010///
CY  - India
PB  - Wiley
KW  - Customer services
KW  - Customer relations
KW  - Servicio al cliente
KW  - Relaciones con los clientes
N1  - Includes index; Previous ed.: Sanford, Fla.: DC, 2004; 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
UR  - http://www.loc.gov/catdir/enhancements/fy1112/2009282566-b.html
UR  - http://www.loc.gov/catdir/enhancements/fy1112/2009282566-d.html
UR  - http://www.loc.gov/catdir/enhancements/fy1112/2009282566-t.html
ER  -