Lucas, Robert W. <br/><br/>
Customer service :  skills for success / 
Robert W. Lucas, Robert W. Lucas. 
 - Sixth Edition. 
 - 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 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. 
<br/><br/><label>ISBN: </label>9780073545462 (alk. paper) 0073545465 (alk. paper) 
<br/><br/><label>LCCN: </label>2013046975 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.
<br/><br/><label>LC Class. No.: </label>HF5415.5  / .L83 2015 
<br/><br/><label>Dewey Class. No.: </label>658.812 LUC