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008			190726b xxu||||| |||| 00| 0 eng d
020			_a9781260092509 _c1315
040			_aSPU
049			_aSPU_CHN
050			_aHF 5415.5 _bL82C 2019
100	0		_9161251 _aLucas, Robert W.
245			_aCustomer Service : Skills for Success / _cRobert W. Lucas
250			_a7th ed.
260			_c2019 _aNew York : _bMcGraw-Hill Education,
300			_axxi, 453 p. : _bill. ; _c28 cm.
505			_aPart 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
650	0	0	_946742 _aCUSTOMER SERVICES
650	0	0	_9119138 _aCUSTOMER SERVICES _xSTUDY AND TEACHING
650	0	0	_957365 _aCUSTOMER SERVICES _xMANAGEMENT
650	0	0	_951318 _aCUSTOMER RELATIONS
650	0	0	_956042 _aCUSTOMER RELATIONS _xMANAGEMENT
850			_aSPU
942			_2lcc _cGEN
998			_amonthira 260719 _bmonthira 260719