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Customer service: building successful skills for the twenty-first century. / Robert W. Lucas

By: Material type: TextPublication details: Boston: McGraw Hill, c2005.Edition: 3rd edDescription: xvi, 416 p.: ill.; 25cmISBN:
  • 0072938056
Subject(s): LOC classification:
  • HF5415.5.L831
Contents:
Contents: The Profession: What is customer service? -- Contribution to the service culture -- Skills for success: Positive verbal communication -- Nonverbal communication in customer service -- Listening to the customer -- Customer service and behavior -- Handling difficult customer encounters -- Customer service in a diverse world -- Customer service via technology -- Self-help skills: Managing your stress -- Managing your time -- Enhancing customer relationships -- Encouraging customer loyalty -- Service recovery -- Customer service for the twenty-first century -- Focusing on the future -- Appendix: Reader's customer service survey.
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Books WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY Reference WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY HF5415.5.L831 (Browse shelf(Opens below)) Available 6513/12

Includes index.

Contents: The Profession: What is customer service? -- Contribution to the service culture -- Skills for success: Positive verbal communication -- Nonverbal communication in customer service -- Listening to the customer -- Customer service and behavior -- Handling difficult customer encounters -- Customer service in a diverse world -- Customer service via technology -- Self-help skills: Managing your stress -- Managing your time -- Enhancing customer relationships -- Encouraging customer loyalty -- Service recovery -- Customer service for the twenty-first century -- Focusing on the future -- Appendix: Reader's customer service survey.

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