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Customer Service: Skills for Success

Customer Service: Skills for Success - 4th edition

Customer Service: Skills for Success - 4th edition

ISBN13: 9780073545448

ISBN10: 0073545449

Customer Service: Skills for Success by Robert W Lucas - ISBN 9780073545448
Cover type: Paperback
Edition: 4TH 09
Copyright: 2009
Publisher: Richard D. Irwin, Inc.
Published: 2009
International: No
Customer Service: Skills for Success by Robert W Lucas - ISBN 9780073545448

ISBN13: 9780073545448

ISBN10: 0073545449

Cover type: Paperback
Edition: 4TH 09

List price: $110.00

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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

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