000			00920cam a2200157 i 4500
999			_c956 _d956
020			_a9781259252945 (alk. paper)
050	0	0	_aHF 5415.5 _bLUC
100	1		_aLucas, Robert W.
245	1	0	_aCustomer service : _bskills for success /
250			_a6th ed.
260			_aNew York : _bMcGraw- Hill education , _cc2015.
300			_axxv, 436 pages : _bIllustrations ;
505	0		_aThe 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.
650		0	_aCustomer services.
942			_cBK