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9780078226335

Customer Service: Skills and Concepts for Success

Customer Service: Skills and Concepts for Success

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Product details

  • ISBN-13: 9780078226335
  • ISBN: 0078226333
  • Edition: 2
  • Publisher: McGraw-Hill Companies, The

AUTHOR

Lucas, Robert W.

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 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 FutureLucas, Robert W. is the author of 'Customer Service: Skills and Concepts for Success' with ISBN 9780078226335 and ISBN 0078226333.

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