TY  - BOOK
AU  - Lucas, Robert W.
TI  - Customer Service : Skills for Success
SN  - 9781260092509
AV  - HF 5415.5 L82C 2019
PY  - 2019///
CY  - New York
PB  - McGraw-Hill Education
KW  - CUSTOMER SERVICES
KW  - STUDY AND TEACHING
KW  - MANAGEMENT
KW  - CUSTOMER RELATIONS
N1  - 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
ER  -