Customer Service: Skills and Concepts for Success, Student Edition

by Lucas, Robert W.

• ISBN13: 9780078226335
• ISBN10: 0078226333
• Edition: 2nd
• Format: Paperback
• Copyright: 2000-11-01
• Publisher: McGraw-Hill/Irwin

Summary

This revision of "Customer Service: Skills & Concepts for Success features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress.

Table of Contents

Preface	iv
Acknowledgments	vii
PART I The Profession	1	(66)
What Is Customer Service?	2	(30)
Contributing to the Service Culture	32	(35)
PART II Skills for Success	67	(288)
Positive Verbal Communication	69	(32)
Nonverbal Communication in Customer Service	101	(36)
Listening to the Customer	137	(38)
Customer Service and Behavior	175	(35)
Customer Service via Technology	210	(36)
Customer Service Through Written Means	246	(37)
Handling Difficult Customer Encounters	283	(36)
Customer Service in a Diverse World	319	(36)
PART III Self-Help Skills	355	(61)
Managing Your Stress	356	(35)
Managing Your Time	391	(25)
PART IV Enhancing Customer Relationships	416	(71)
Encouraging Customer Loyalty	417	(41)
Service Recovery	458	(29)
PART V Customer Service for the Twenty-First Century	487	(20)
Focusing on the Future	488	(19)
Appendixes	507	(4)
Personal Action Plan	507	(2)
Reader's Customer Service Survey	509	(2)
Glossary	511	(6)
Bibliography	517	(4)
Index	521