Customer service : building successful skills for the twenty-first century / Robert W. Lucas
Publication details: : Boston McGraw-Hill , c2005. Description: xvi, 416 p. : ill. ; 25 cmISBN: 0071112928 / 9780071112925Subject(s): 1. Customer servicesDDC classification: 658.812 LUC| Item type | Current library | Home library | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
English Lending
|
Villa College QI Campus | Villa College Library | 658.812 LUC (Browse shelf(Opens below)) | In transit from Villa College QI Campus to Villa College Library since 07/15/2021 | 9941 |
Contents:
Ch. 1. What is customer service?
Ch. 2. Contributing to the service culture
Ch. 3. Positive verbal communication
Ch. 4. Nonverbal communication in customer service
Ch. 5. Listening to the customer
Ch. 6. Customer service and behavior
Ch. 7. Handling difficult customer encounters
Ch. 8. Customer service in a diverse world
Ch. 9. Customer service via technology
Ch. 10. Managing your stress
Ch. 11. Managing your time
Ch. 12. Encouraging customer loyalty
Ch. 13. Service recovery
Ch. 14. Focusing on the future.
Includes bibliographical references (p. 406-408) and index.
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