Customer service : skills for success /
Lucas, Robert W.
Customer service : skills for success / Robert W. Lucas, Robert W. Lucas. - Sixth Edition. - xxv, 436 pages : color illustrations ; 27 cm
Includes bibliographical references (pages 423-425) and index.
The profession -- The customer service profession -- Contributing to the service culture -- Skills for success -- Verbal communication skills -- Nonverbal communication skills -- Listening to the customer -- Building and maintaining relationships -- Customer service and behavior -- Service breakdowns and service recovery -- Customer service in a diverse world -- Customer service via technology -- Encouraging customer loyalty -- Appendix -- Glossary -- Notes -- Bibliography -- Credits -- Index.
9780073545462 (alk. paper) 0073545465 (alk. paper)
2013046975
Customer services.
HF5415.5 / .L83 2015
658.812 LUC
Customer service : skills for success / Robert W. Lucas, Robert W. Lucas. - Sixth Edition. - xxv, 436 pages : color illustrations ; 27 cm
Includes bibliographical references (pages 423-425) and index.
The profession -- The customer service profession -- Contributing to the service culture -- Skills for success -- Verbal communication skills -- Nonverbal communication skills -- Listening to the customer -- Building and maintaining relationships -- Customer service and behavior -- Service breakdowns and service recovery -- Customer service in a diverse world -- Customer service via technology -- Encouraging customer loyalty -- Appendix -- Glossary -- Notes -- Bibliography -- Credits -- Index.
9780073545462 (alk. paper) 0073545465 (alk. paper)
2013046975
Customer services.
HF5415.5 / .L83 2015
658.812 LUC