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Lucas, Robert W.

Customer service : skills for success / Robert W. Lucas. - 5th ed. - New York : McGraw-Hill, c2012. - xix, 394 p. : ill. ; 26 cm. - Connect, learn, succeed .

Includes bibliographical references and index.

The customer service profession -- Contributing to the service culture -- Verbal communication skills -- Nonverbal communication skills -- Listening skills -- Customer service and behavior -- Service breakdowns and service recovery -- Customer service in a diverse world -- Customer service via technology -- Encouraging customer loyalty.

ISBN: 9780073397115 (pbk. : alk. paper) 0073397113 (pbk. : alk. paper)

LCCN: 2010048859

Subjects--Topical Terms:
Customer services.

LC Class. No.: HF5415.5 / .L83 2012

Dewey Class. No.: 658.8/12