Lucas, Robert W. <br/><br/>
Customer service :  skills for success / 
Robert W. Lucas. 
 - 5th ed. 
 - New York :  McGraw-Hill,  c2012. 
 - xix, 394 p. :  ill. ;  26 cm. 
 - Connect, learn, succeed .
<br/><br/>Includes bibliographical references and index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>9780073397115 (pbk. : alk. paper) 0073397113 (pbk. : alk. paper) 
<br/><br/><label>LCCN: </label>2010048859 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.
<br/><br/><label>LC Class. No.: </label>HF5415.5  / .L83 2012 
<br/><br/><label>Dewey Class. No.: </label>658.8/12