TY  - BOOK
AU  - Lucas,Robert W.
TI  - Customer service: skills for success 
SN  - 9780073545462 (alk. paper)
AV  - HF5415.5 .L83 2015
U1  - 658.8/12 23
PY  - 2015///
CY  - New York, NY.
PB  - McGraw Hill Education
KW  - Customer services
N1  - Includes bibliographical references (pages 423-425) and 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 -- Index
ER  -