Customer service : skills for success - Lucas, Robert W. (New York : McGraw-Hill Education, 2015)
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.
Includes bibliographical references (pages 423-425) and index.
Keywords: Customer services