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Customer Service: Skills and Concepts for Success

by

Lucas, Robert W.

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Customer Service: Skills and Concepts for Success, 2ndth Edition, ISBN 9780078226335 Own This Book? Sell It
ISBN-13:

9780078226335

ISBN:

0078226333

Edition: 2nd Publisher: McGraw-Hill Companies, The Summary: Part I: The Profession Chapter 1 What Is Customer Service? Chapter 2 Contributing to the Service Culture Part II: Skills for Success Chapter 3 Positive Verbal Communication Chapter 4 Nonverbal Communication in Customer Service Chapter 5 Listening to the Customer Chapter 6 Customer Service and Behavior Chapter 7 Customer Service via Technology Chapter 8 Customer Service Through Written Means Chapter 9 Handling Difficu [read more]
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Product Details
ISBN-13:

9780078226335


ISBN:

0078226333


Edition: 2nd
Publisher: McGraw-Hill Companies, The

Part I: The Profession Chapter 1 What Is Customer Service? Chapter 2 Contributing to the Service Culture Part II: Skills for Success Chapter 3 Positive Verbal Communication Chapter 4 Nonverbal Communication in Customer Service Chapter 5 Listening to the Customer Chapter 6 Customer Service and Behavior Chapter 7 Customer Service via Technology Chapter 8 Customer Service Through Written Means Chapter 9 Handling Difficult Customer Encounters Chapter 10 Customer Service in a Diverse World Part III: Self-Help Skills Chapter 11 Managing Your Stress Chapter 12 Managing Your Time Chapter 13 Encouraging Customer Loyalty Chapter 14 Service Recovery Chapter 15 Focusing on the Future

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