TY  - BOOK
AU  -  Lucas, Robert W.
TI  -  Customer service: skills for success 
SN  -  9781259252945
U1  -  658.812  23
PY  - 2015///
CY  -  New York
PB  -  McGraw-Hill Education
KW  -  Customer services
N1  -  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
ER  -