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Customer service : skills for success / Robert W. Lucas, Princ ipal, Robert W. Lucas Enterprises.

By: Material type: TextTextPublication details: New York : McGraw-Hill Education, 2015.Edition: Sixth EditionDescription: xxv, 436 pages : color illustrations ; 27 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 9781259252945
Subject(s): DDC classification:
  • 658.812  23
Contents:
The profession -- The customer service profession -- Contributing to the service culture -- Skills for success -- Verbal communication skil ls -- Nonverbal communication skills -- Listening to the customer -- Bu ilding and maintaining relationships -- Customer service and behavior - - Service breakdowns and service recovery -- Customer service in a dive rse world -- Customer service via technology -- Encouraging customer lo yalty -- Appendix -- Glossary -- Notes -- Bibliography -- Credits -- In dex.
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Includes bibliographical references (pages 423-425) and index.

The profession -- The customer service profession -- Contributing to the service culture -- Skills for success -- Verbal communication skil ls -- Nonverbal communication skills -- Listening to the customer -- Bu ilding and maintaining relationships -- Customer service and behavior - - Service breakdowns and service recovery -- Customer service in a dive rse world -- Customer service via technology -- Encouraging customer lo yalty -- Appendix -- Glossary -- Notes -- Bibliography -- Credits -- In dex.

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