TY  - BOOK
AU  - Lucas,Robert W.
TI  - Customer service: skills for success 
SN  - 9781259252945
AV  - HF5415.5 .L83 2015
U1  - 658.812 23
PY  - 2015///.
CY  - New York
PB  - McGraw-Hill Education
KW  - Customer services
N1  - 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 --
ER  -