NRAEF ManageFirst : customer service : competency guide (New Jersey : Pearson Prentice Hall, 2007)
Introduction -- Chapter 1. The importance of customer service to your business -- Chapter 2. Basic concepts for higher-quality customer service -- Chapter 3. Identifying customer expectations -- Chapter 4. Ensuring consistent service value -- Chapter 5. Ensuring profit
Includes index.
Keywords: HOSPITALITY INDUSTRY -- CUSTOMER SERVICE