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Customer Service: Skills for Success

Customer Service: Skills for Success - 4th edition

ISBN13: 978-0073545448

Cover of Customer Service: Skills for Success 4TH 09 (ISBN 978-0073545448)
ISBN13: 978-0073545448
ISBN10: 0073545449
Cover type: Paperback
Edition/Copyright: 4TH 09
Publisher: Richard D. Irwin, Inc.
Published: 2009
International: No

List price: $110.00

Customer Service: Skills for Success - 4TH 09 edition

ISBN13: 978-0073545448

Robert W Lucas

ISBN13: 978-0073545448
ISBN10: 0073545449
Cover type: Paperback
Edition/Copyright: 4TH 09
Publisher: Richard D. Irwin, Inc.

Published: 2009
International: No
Summary

''Walking the tightrope between effective business practices and quality customer service is becoming increasingly complicated. Customer Service: Skills for Success strives to simplify the landscape by offering both effective tools for coping with changing business models, and crucial advice and examples for dealing with all types of customers.''--BOOK JACKET.

Table of Contents

Part 1: The Profession
Chapter 1: The Customer Service Profession
Chapter 2: Contributing to the Service Culture

Part 2: Skills for Success
Chapter 3: Verbal Communication Skills
Chapter 4: Nonverbal Communication Skills
Chapter 5: Listening to the Customer

Part 3: Building and Maintaining Relationships
Chapter 6: Customer Service and Behavior
Chapter 7: Service Breakdowns and Service Recovery
Chapter 8: Customer Service in a Diverse World
Chapter 9: Customer Service Via Technology
Chapter 10: Encouraging Customer Loyalty
Appendix Glossary Photo Credits
Index

List price: $110.00
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