Customer Service Skills for Success / Edition 4

Customer Service Skills for Success / Edition 4

5.0 1
by Robert W. Lucas
     
 

ISBN-10: 0073545449

ISBN-13: 9780073545448

Pub. Date: 01/14/2008

Publisher: McGraw-Hill Higher Education

Customer Service, 4/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights

…  See more details below

Overview

Customer Service, 4/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.

Product Details

ISBN-13:
9780073545448
Publisher:
McGraw-Hill Higher Education
Publication date:
01/14/2008
Edition description:
Older Edition
Pages:
320
Product dimensions:
8.00(w) x 9.90(h) x 0.50(d)

Related Subjects

Table of Contents

Part 1: The Profession Chapter 1: The Customer Service Profession Chapter 2: Contributing to the Service Culture Part 2: Skills for SuccessChapter 3: Verbal Communication Skills Chapter 4: Nonverbal Communication Skills Chapter 5: Listening to the Customer Part 3: Building and Maintaining Relationships Chapter 6: Customer Service and Behavior Chapter 7: Service Breakdowns and Service Recovery Chapter 8: Customer Service in a Diverse World Chapter 9: Customer Service Via Technology Chapter 10: Encouraging Customer Loyalty Appendix GlossaryPhoto Credits Index

Customer Reviews

Average Review:

Write a Review

and post it to your social network

     

Most Helpful Customer Reviews

See all customer reviews >

Customer Service Skills for Success 5 out of 5 based on 0 ratings. 1 reviews.
Guest More than 1 year ago
Customer Service Skills for Success provides both the teacher and the student a text that is researched and up-to-date. The end-of-chapter materials and supplements are excellent and give ample opportunities for enhancing customer service knowledge and skills.