Lucas W. Robert creator text xxu Boston McGraw Hill c2005 3rd ed. monographic eng

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xvi, 416 p.: ill.; 25cm. 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. Robert W. Lucas Includes index. Customer service HF5415.5.L831 0072938056 121112