Customer service : skills for success / Robert W. Lucas, Principal, Robert W. Lucas Enterprises.
Material type: TextPublication details: New York, NY. : McGraw Hill Education, c2015.Edition: Sixth EditionDescription: xxv, 436 p. : color ill. ; 27 cmISBN:- 9780073545462 (alk. paper)
- 0073545465 (alk. paper)
- 658.8/12 23
- HF5415.5 .L83 2015
Current library | Collection | Call number | Vol info | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|
Judith Thomas Library General Stacks | BKS | HF 5415.5 .L83 2015 (Browse shelf(Opens below)) | AUA21750 | Available | AUA21750 |
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.