TY  - BOOK
AU  - Lucas W. Robert
TI  - Customer service: building successful skills for the twenty-first century.
SN  - 0072938056
AV  - HF5415.5.L831 
PY  - 2005///
CY  - Boston
PB  - McGraw Hill
KW  - Customer service
N1  - 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
ER  -