Customer service : skills for success /
Lucas, Robert W.
Customer service : skills for success / - 6th ed. - New York : McGraw- Hill education , c2015. - xxv, 436 pages : Illustrations ;
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 -- Index.
9781259252945 (alk. paper)
Customer services.
HF 5415.5 / LUC
Customer service : skills for success / - 6th ed. - New York : McGraw- Hill education , c2015. - xxv, 436 pages : Illustrations ;
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 -- Index.
9781259252945 (alk. paper)
Customer services.
HF 5415.5 / LUC