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    Customer service : skills for success / Robert W. Lucas.

    By: Lucas, Robert WMaterial type: TextTextSeries: Connect, learn, succeedPublisher: New York : McGraw-Hill, c2012Edition: 5th edDescription: xix, 394 p. : ill. ; 26 cmISBN: 9780073397115 (pbk. : alk. paper); 0073397113 (pbk. : alk. paper)Subject(s): Customer servicesDDC classification: 658.8/12 LOC classification: HF5415.5 | .L83 2012
    Contents:
    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.
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    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.

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