Lucas W. Robert
Customer service: building successful skills for the twenty-first century. / Robert W. Lucas - 3rd ed. - Boston: McGraw Hill, c2005. - xvi, 416 p.: ill.; 25cm.
Includes index.
Contents: The Profession: What is customer service? -- Contribution to the service culture -- Skills for success: Positive verbal communication -- Nonverbal communication in customer service -- Listening to the customer -- Customer service and behavior -- Handling difficult customer encounters -- Customer service in a diverse world -- Customer service via technology -- Self-help skills: Managing your stress -- Managing your time -- Enhancing customer relationships -- Encouraging customer loyalty -- Service recovery -- Customer service for the twenty-first century -- Focusing on the future -- Appendix: Reader's customer service survey.
0072938056
Customer service
HF5415.5.L831
Customer service: building successful skills for the twenty-first century. / Robert W. Lucas - 3rd ed. - Boston: McGraw Hill, c2005. - xvi, 416 p.: ill.; 25cm.
Includes index.
Contents: The Profession: What is customer service? -- Contribution to the service culture -- Skills for success: Positive verbal communication -- Nonverbal communication in customer service -- Listening to the customer -- Customer service and behavior -- Handling difficult customer encounters -- Customer service in a diverse world -- Customer service via technology -- Self-help skills: Managing your stress -- Managing your time -- Enhancing customer relationships -- Encouraging customer loyalty -- Service recovery -- Customer service for the twenty-first century -- Focusing on the future -- Appendix: Reader's customer service survey.
0072938056
Customer service
HF5415.5.L831