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" Customer service : "
Robert W. Lucas, Principal, Robert W. Lucas Enterprises.
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BL
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| Record Number
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872126
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| Main Entry
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Lucas, Robert W.
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| Title & Author
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Customer service : : skills for success /\ Robert W. Lucas, Principal, Robert W. Lucas Enterprises.
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| Edition Statement
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Sixth edition.
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| Publication Statement
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New York :: McGraw-Hill Education,, 2015.
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| Page. NO
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xxv, 436 pages :: color illustrations ;; 27 cm
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| ISBN
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0073545465
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: 1259252949
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: 9780073545462
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: 9781259252945
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| Bibliographies/Indexes
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Includes bibliographical references (pages 423-425) and index.
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| Contents
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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.
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| Abstract
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Customer Service Skills for Success addresses real-world customer service issues and provides a variety of updated resources, activities, examples and tips from the author and active professionals in the industry to gain and hold readers' interest while providing insights into the concepts and skills related to customer service.
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| Subject
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Customer services.
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| Subject
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Customer services.
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.5.L83 2015
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