CART

(0) items

Customer Service : Building Successful Skills for the Twenty-First Century,9780072938050
This item qualifies for
FREE SHIPPING!
FREE SHIPPING OVER $59!

Your order must be $59 or more, you must select US Postal Service Shipping as your shipping preference, and the "Group my items into as few shipments as possible" option when you place your order.

Bulk sales, PO's, Marketplace Items, eBooks, Apparel, and DVDs not included.

Customer Service : Building Successful Skills for the Twenty-First Century

by
Edition:
3rd
ISBN13:

9780072938050

ISBN10:
0072938056
Format:
Paperback
Pub. Date:
5/17/2004
Publisher(s):
Career Education

Related Products


  • Customer Service Skills for Success
    Customer Service Skills for Success
  • Customer Service Skills for Success
    Customer Service Skills for Success
  • Customer Service Skills for Success
    Customer Service Skills for Success
  • Customer Service: Skills and Concepts for Success, Student Edition
    Customer Service: Skills and Concepts for Success, Student Edition





Summary

No matter what industry you choose or which organization you eventually end up working for, there will come a time when you have to deal with your internal and external customers. This 3rd Edition covers the essential service skills needed to succeed in business today -- crucial skills that include: listening techniques, verbal and nonverbal communication, dealing with various customer types, use of technology, and handling a variety of complex customer situations. With insight and tips that provide a thorough overview into the world of customer service leadership, this text provides everything you need to enter the workplace as a knowledgeable and attentive professional. Book jacket.

Author Biography

Robert W. Lucas (Orlando, FL) is an accomplished author and is a principal and managing partner in Global Performance Strategies, L.L.C.

Table of Contents

Part I: The Profession

Chapter 1 What Is Customer Service?

Chapter 2 Contributing to the Service Culture

Part II: Skills for Success

Chapter 3 Positive Verbal Communication

Chapter 4 Nonverbal Communication in Customer Service

Chapter 5 Listening to the Customer

Chapter 6 Customer Service and Behavior

Chapter 7 Customer Service via Technology

Chapter 8 Handling Difficult Customer Encounters

Chapter 9 Customer Service in a Diverse World

Part III: Self-Help Skills

Chapter 10 Managing Your Stress

Chapter 11 Managing Your Time

Chapter 12 Encouraging Customer Loyalty

Chapter 13 Service Recovery

Chapter 14 Focusing on the Future



Please wait while the item is added to your cart...