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Customer Service Skills for Success book cover, ISBN 9781265017668

Customer Service Skills for Success

by Lucas, Robert

ISBN13: 9781265017668
ISBN10: 1265017662
eBook ISBN(s): 9781265022129
Additional ISBN(s): 9780073545462, 9781260157536
Edition: 8th
Format: Loose-leaf
Copyright: 2022-03-01
Publisher: MCGRAW HILL

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Table of Contents

PART ONE: THE PROFESSION
Chapter 1: The World of Customer Service
Chapter 2: Contributing to the Service Culture

PART TWO: SKILLS FOR SUCCESS
Chapter 3: Verbal Communication Skills
Chapter 4: Nonverbal Communication Skills
Chapter 5: Listening to the Customer

PART THREE: BUILDING AND MAINTAINING RELATIONSHIPS
Chapter 6: Customer Service and Behavior
Chapter 7: Service Breakdowns and Recovery
Chapter 8: Customer Service in a Diverse World
Chapter 9: Customer Service via Technology

PART FOUR: RETAINING CUSTOMERS
Chapter 10: Encouraging Customer Loyalty

BONUS CHAPTERS
Bonus Chapters can be found in the eBook or in the Instructor
Resources within Connect:
Chapter 11: Managing Your Time
Chapter 12: Managing Your Stress
Chapter 13: Customer Service through Written Means

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