ISBN-10:
0072938056
ISBN-13:
9780072938050
Pub. Date:
05/17/2004
Publisher:
McGraw-Hill Higher Education
Customer Service: Building Successful Skills for the Twenty-First Century / Edition 3

Customer Service: Building Successful Skills for the Twenty-First Century / Edition 3

by Robert W. Lucas

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Overview

Customer Service, Third Edition 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: 9780072938050
Publisher: McGraw-Hill Higher Education
Publication date: 05/17/2004
Edition description: Older Edition
Pages: 432
Product dimensions: 7.90(w) x 9.90(h) x 0.65(d)

About the Author

Robert W. Lucas (Orlando, FL) is an accomplished author and is a principal and managing partner in Global

Performance Strategies, L.L.C.

Table of Contents

Prefacexii
Acknowledgmentsxv
Part 1The Profession1
Chapter 1What Is Customer Service?2
Chapter 2Contributing to the Service Culture28
Part 2Skills for Success58
Chapter 3Positive Verbal Communication60
Chapter 4Nonverbal Communication in Customer Service92
Chapter 5Listening to the Customer122
Chapter 6Customer Service and Behavior150
Chapter 7Handling Difficult Customer Encounters176
Chapter 8Customer Service in a Diverse World204
Chapter 9Customer Service via Technology238
Part 3Self-Help Skills267
Chapter 10Managing Your Stress268
Chapter 11Managing Your Time296
Part 4Enhancing Customer Relationships315
Chapter 12Encouraging Customer Loyalty316
Chapter 13Service Recovery348
Part 5Customer Service for the Twenty-First Century371
Chapter 14Focusing on the Future372
AppendixReader's Customer Service Survey393
Glossary395
Bibliography406
Index409

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