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Customer service: building successful skills for the twenty-first century. / Robert W. Lucas

By: Lucas W. RobertMaterial type: Text

TextPublisher: Boston: McGraw Hill, c2005Edition: 3rd edDescription: xvi, 416 p.: ill.; 25cmISBN: 0072938056Subject(s): Customer serviceLOC classification: HF5415.5.L831

Contents:

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.

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Item type	Current location	Home library	Call number	Status	Date due	Barcode
Books	WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY Reference	WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY	HF5415.5.L831 (Browse shelf)	Available		6513/12

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Previous	No cover image available	No cover image available	No cover image available					Next
Previous	HF5415.5.G46 Measuring customer satisfaction. /	HF5415.5.G461 Measuring customer satisfaction. /	HF5415.5.G462 Measuring customer satisfaction. /	HF5415.5.L831 Customer service: building successful skills for the twenty-first century. /	HF5415.5.M13 Customer service excellence. /	HF5415.5.N17 Deliver outstanding customer service: gain and retain customers and stay ahead of the competition. /	HF5415.5.R87 Driving customer equity: how customer life time value is rehaping corporate strategy. /	Next

Includes index.

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Wisconsin International University College Main Library

Customer service: building successful skills for the twenty-first century. / Robert W. Lucas

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