TY  - BOOK
AU  - Stevens, D
TI  - Brilliant customer service
SN  - 9780273738077
PY  - 2010///
CY  - Harlow
PB  - Prentice Hall
KW  - Management
N1  - Customers have changed -- The cornerstones of brilliant customer service -- Make 'virtual' service brilliant customer service -- Use the 'emotional scale' to create loyalty and trust -- Read between the lines : silence is never golden! -- How to handle any complaint -- How to say 'no' and still keep the customer -- How to offer more -- Seven ways to 'wow' your customers
ER  -