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9781260157536

Loose Leaf for Customer Service: Skills for Success

by
  • ISBN13:

    9781260157536

  • ISBN10:

    1260157539

  • Edition: 7th
  • Format: Loose-leaf
  • Copyright: 2018-01-08
  • Publisher: McGraw Hill
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List Price: $145.58

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
Chapter 10: Encouraging Customer Loyalty

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