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

By: Material type: TextTextPublisher: New York : McGraw-Hill Education, 2015Edition: Sixth EditionDescription: xxv, 436 pages : color illustrations ; 27 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 9780073545462 (alk. paper)
  • 0073545465 (alk. paper)
Subject(s): DDC classification:
  • 658.812 LUC 23
LOC classification:
  • HF5415.5 .L83 2015
Online resources:
Contents:
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.
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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 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.

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