Lucas, Robert W. <br/><br/>
Customer service :   skills for success / 
Robert W. Lucas, Princ ipal, Robert W. Lucas Enterprises. 
 - Sixth Edition. 
 - New York :   McGraw-Hill Education,   2015. 
 - xxv, 436 pages :   color illustrations ;   27 cm 
<br/><br/>Includes bibliographical references (pages 423-425) and index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>9781259252945 
<br/><br/><label>Subjects--Topical Terms: </label><br/> Customer services.
<br/><br/><label>Dewey Class. No.: </label>658.812