Customer service : skills for success

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Title:

Author:

Lucas, Robert W.

ISBN:

9780073397115

9780071315920

Personal Author:

Lucas, Robert W.

Edition:

5th ed.

Publication Information:

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

Copies:

Available:*

Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:IIESDN	1:GEN-BOOK	000008633	658.812 LUC	1	Searching... Unknown

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Summary

Not the Same Old Customer Service Textbook

Customer Service: Skills for Success uses a variety of activities and example to gain and hold readers' interest while providing additional insights into the concepts and skills related to customer service.

The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics.

The fifth edition of Customer Service: Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers and case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented. For users of previous editions, you will note a streamlined approach where we have combined material from several previous chapters. If you need the chapters on Time and Stress Management, they can be found on our Web site, www.mhhe.com/customerservice, along with many new activities, case studies, and other support material.