Lucas, Robert W. <br/><br/>
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. 
<br/><br/>Includes bibliographical references (pages 423-425) index. 
<br/><br/>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 -- <br/> .Bibliography -- Credits --  
<br/><br/><label>ISBN: </label>9781259252945 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.
<br/><br/><label>LC Class. No.: </label>HF5415.5  / .L83 2015 
<br/><br/><label>Dewey Class. No.: </label>658.812  / LRC