Customer Service : Skills for Success /
Lucas, Robert W.
Customer Service : Skills for Success / Robert W. Lucas - 7th ed. - New York : McGraw-Hill Education, 2019 - xxi, 453 p. : ill. ; 28 cm.
Part One: Customer service interview: Barbara Tanzer, Owner, TBS group page 2-3 -- Chapter 1 The world of customer service page 4-49 -- Chapter 2 Contributing to the service culture page 50-93 -- Part Two: Customer service interview: Ginger marks, CEO, Calomar, LLC page 94-95 -- Chapter 3 Verbal communication skills page 96-133 -- Chapter 4 Nonverbal communication skills page 134-171 -- Chapter 5 Listening to the customer page 172-205 -- Part Three: Customer service interview: Venkatesh P. Nagalapadi, President, CFP physicians group 206-207 -- Chapter 6 Customer service and behavior page 208-239 -- Chapter 7 Service breakdowns and recovery page 240-289 -- Chapter 8 Customer service in a diverse world page 290-329 -- Chapter 9 Customer service via technology page 330-383 -- Part Four: Customer service interview: Richard Ulrych, Partner, Waterways Car Spa page 384-385 -- Chapter 10 Encouraging customer loyalty page 386-434
9781260092509 1315
CUSTOMER SERVICES
CUSTOMER SERVICES--STUDY AND TEACHING
CUSTOMER SERVICES--MANAGEMENT
CUSTOMER RELATIONS
CUSTOMER RELATIONS--MANAGEMENT
HF 5415.5 / L82C 2019
Customer Service : Skills for Success / Robert W. Lucas - 7th ed. - New York : McGraw-Hill Education, 2019 - xxi, 453 p. : ill. ; 28 cm.
Part One: Customer service interview: Barbara Tanzer, Owner, TBS group page 2-3 -- Chapter 1 The world of customer service page 4-49 -- Chapter 2 Contributing to the service culture page 50-93 -- Part Two: Customer service interview: Ginger marks, CEO, Calomar, LLC page 94-95 -- Chapter 3 Verbal communication skills page 96-133 -- Chapter 4 Nonverbal communication skills page 134-171 -- Chapter 5 Listening to the customer page 172-205 -- Part Three: Customer service interview: Venkatesh P. Nagalapadi, President, CFP physicians group 206-207 -- Chapter 6 Customer service and behavior page 208-239 -- Chapter 7 Service breakdowns and recovery page 240-289 -- Chapter 8 Customer service in a diverse world page 290-329 -- Chapter 9 Customer service via technology page 330-383 -- Part Four: Customer service interview: Richard Ulrych, Partner, Waterways Car Spa page 384-385 -- Chapter 10 Encouraging customer loyalty page 386-434
9781260092509 1315
CUSTOMER SERVICES
CUSTOMER SERVICES--STUDY AND TEACHING
CUSTOMER SERVICES--MANAGEMENT
CUSTOMER RELATIONS
CUSTOMER RELATIONS--MANAGEMENT
HF 5415.5 / L82C 2019