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Customer service : skills for success / Robert W. Lucas, Principal, Robert W. Lucas Enterprises.

By: 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)
Subject(s): DDC classification:
  • 658.8/12 23
LOC classification:
  • HF5415.5 .L83 2015
Contents:
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.
Item type: Books
Holdings
Cover image Item type Current library Home library Collection Shelving location Call number Materials specified Vol info URL Copy number Status Notes Date due Barcode Item holds Item hold queue priority Course reserves
Judith Thomas Library General Stacks Books 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.