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

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  • Edition: 3rd
  • Format: Paperback
  • Copyright: 2004-05-17
  • Publisher: Career Education
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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

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