Customer service : skills for success /
Lucas, Robert W.
Customer service : skills for success / Robert W. Lucas, Principal, Robert W. Lucas Enterprises - 6th ed. - New York : McGraw-Hill Education, 2015. - xxv, 436 p : ill. ; 27 cm.
Includes bibliographical references (pages 423-425) index.
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 --
9781259252945
Customer services.
HF5415.5 / .L83 2015
658.812 / LRC
Customer service : skills for success / Robert W. Lucas, Principal, Robert W. Lucas Enterprises - 6th ed. - New York : McGraw-Hill Education, 2015. - xxv, 436 p : ill. ; 27 cm.
Includes bibliographical references (pages 423-425) index.
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 --
9781259252945
Customer services.
HF5415.5 / .L83 2015
658.812 / LRC