Customer service : skills for success / Robert W. Lucas, Principal, Robert W. Lucas Enterprises

By: Lucas, Robert WMaterial type: TextTextLanguage: English Publication details: New York : McGraw-Hill Education, 2015Edition: 6th edDescription: xxv, 436 p : ill. ; 27 cmContent type: 36 ISBN: 9781259252945Subject(s): Customer servicesDDC classification: 658.812 LOC classification: HF5415.5 | .L83 2015
Contents:
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 --
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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 --

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