Lucas, Robert W. <br/><br/>
Customer service :  skills for success / 

 - 6th ed. 
 - New York :  McGraw- Hill education ,   c2015. 
 - xxv, 436 pages :  Illustrations ; 
<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 -- Bibliography -- Credits -- Index. 
<br/><br/><label>ISBN: </label>9781259252945 (alk. paper) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.
<br/><br/><label>LC Class. No.: </label>HF 5415.5  / LUC