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9781265017668

Customer Service Skills for Success

by Lucas, Robert
  • ISBN13:

    9781265017668

  • ISBN10:

    1265017662

  • eBook ISBN(s):

    9781265022129

  • Additional ISBN(s):

    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


Supplemental Materials

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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.

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