000			01167nam a22001817a 4500
008			121112t xxu||||| |||| 00| 0 eng d
020			_a0072938056
050			_aHF5415.5.L831
100			_aLucas W. Robert
245			_aCustomer service: building successful skills for the twenty-first century. / _cRobert W. Lucas
250			_a3rd ed.
260			_aBoston: _bMcGraw Hill, _cc2005.
300			_axvi, 416 p.: _bill.; _c25cm.
500			_aIncludes index.
505			_aContents: 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.
650			_bCustomer service
942			_2lcc _cBK
999			_c2511 _d10011