did-you-know? rent-now

Amazon no longer offers textbook rentals. We do!

did-you-know? rent-now

Amazon no longer offers textbook rentals. We do!

We're the #1 textbook rental company. Let us show you why.

9780072938050

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

by
  • ISBN13:

    9780072938050

  • ISBN10:

    0072938056

  • Edition: 3rd
  • Format: Paperback
  • Copyright: 2004-05-17
  • Publisher: Career Education
  • View Upgraded Edition
  • Purchase Benefits
  • Free Shipping Icon Free Shipping On Orders Over $35!
    Your order must be $35 or more to qualify for free economy shipping. Bulk sales, PO's, Marketplace items, eBooks and apparel do not qualify for this offer.
  • eCampus.com Logo Get Rewarded for Ordering Your Textbooks! Enroll Now
List Price: $91.95

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

Supplemental Materials

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

Rewards Program