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.
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