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Lucas, Robert W.
ISBN: 9780073545448
Format: Paperback
Publisher:Career Education
Edition: 0004
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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.
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.
| ISBN | 0073545449 | | DEWEY | 658.812 | | ISBN13 | 9780073545448
(What's this?) | | Pages | 294 | | Publisher | Career Education | | Volumes | 1 | | Imprint | MCGRAW HILL BOOK CO | | Weight (grammes) | 558 | | Format | Paperback | | Previous ISBN | 9780078226335 | | Publication date | 01 Jan 2008 | | Height (mm) | 252 | | Library of Congress | 2007045960 | | Width (mm) | 205 |
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| Pt. 1 | | The Profession | | 2 | | 1 | | The Customer Service Profession | | 4 | | 2 | | Contributing to the Service Culture | | 30 | | Pt. 2 | | Skills for Success | | 58 | | 3 | | Verbal Communication Skills | | 60 | | 4 | | Nonverbal Communication Skills | | 86 | | 5 | | Listening to the Customer | | 112 | | Pt. 3 | | Building and Maintaining Relationships | | 138 | | 6 | | Customer Service and Behavior | | 140 | | 7 | | Service Breakdowns and Service Recovery | | 164 | | 8 | | Customer Service in a Diverse World | | 192 | | 9 | | Customer Service Via Technology | | 218 | | 10 | | Encouraging Customer Loyalty | | 246 | | | | Appendix: Reader's Customer Service Survey | | 277 | | | | Glossary | | 280 | | | | Bibliography | | 288 | | | | Photo Credits | | 288 | | | | Index | | 290 |
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