01167nam a22001817a 4500 121112t xxu||||| |||| 00| 0 eng d 0072938056 HF5415.5.L831 Lucas W. Robert Customer service: building successful skills for the twenty-first century. / Robert W. Lucas 3rd ed. Boston: McGraw Hill, c2005. xvi, 416 p.: ill.; 25cm. 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. Customer service lcc BK 2511 10011 0 0 lcc 0 0 WIUC-1 WIUC-1 REF 2012-11-12 0 HF5415.5.L831 6513/12 2012-11-12 00:00:00 2012-11-12 BK