TY  - BOOK
AU  - Lucas,Robert W.
TI  - Customer service: skills for success 
T2  - Connect, learn, succeed
SN  - 9780073397115 (pbk. : alk. paper)
AV  - HF5415.5 .L83 2012
U1  - 658.8/12 22
PY  - 2012///
CY  - New York
PB  - McGraw-Hill
KW  - Customer services
N1  - 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
ER  -