Customer Service : Skills for Success / Robert W. Lucas
Material type:
TextPublication details: 2019 New York : McGraw-Hill Education,Edition: 7th edDescription: xxi, 453 p. : ill. ; 28 cmISBN: - 9781260092509
- HF 5415.5 L82C 2019
| Item type | Current library | Collection | Shelving location | Call number | Status | Barcode | |
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General Book
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SPU Library, Chonburi campus | General Books (THAI) | Floor 4: General Shelves (FOREIGN LANGUAGE) | HF 5415.5 L82C 2019 (Browse shelf(Opens below)) | Available | B009101 |
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| HF 5415.5 K85C 2006 Customer relationship management : a databased approach / [book] | HF 5415.5 L82C 2009 Customer service : skills for success / [book] | HF 5415.5 L82C 2015 Customer service : skills for success / [book] | HF 5415.5 L82C 2019 Customer Service : Skills for Success / | HF 5415.5 M34C 1995 Customer service letters ready to go ! | HF 5415.5 M63C 2002 Customer relationship management : a step-by-step | HF 5415.5 O33W 2008 The world of customer service / [book] |
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
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