skills for success Lucas, Robert W. creator text New York McGraw- Hill education c2015 6th ed. monographic 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. Customer services HF 5415.5 LUC 9781259252945 (alk. paper)