Customer service : skills for success
by
 
Lucas, Robert W.

Title
: 
Customer service : skills for success

Author
: 
Lucas, Robert W.

ISBN
: 
9780073397115
 
9780071315920

Personal Author
: 
Lucas, Robert W.

Edition
: 
5th ed.

Publication Information
: 
New York : McGraw-Hill, ©2012.

Physical Description
: 
xix, 394 pages : illustrations ; 26 cm.

Series
: 
Connect, learn, succeed
 
Connect, learn, succeed.

Contents
: 
The customer service profession -- Contributing to the service culture -- Verbal communication skills -- Nonverbal communication skills -- Listening skills -- Customer service and behavior -- Service breakdowns and service recovery -- Customer service in a diverse world -- Customer service via technology -- Encouraging customer loyalty.

Abstract
: 
Features how-to topics for the customer service professional. This title covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology.

Subject Term
: 
Customer services.
 
Customer services. (OCoLC)fst00885545