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This title is being sold in the downloadable VitalBook™ format.
Customer Service, 4/e by Lucas 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. Insights and tips are also provided for customer service supervisory personnel.
This title will only allow printing of 2 pages and copying of 2 pages at a time.
Table of Contents
- Front Matter
- The Profession
- 1: The Customer Service Profession
- 2: Contributing to the Service Culture
- Skills for Success
- 3: Verbal Communication Skills
- 4: Nonverbal Communication Skills
- 5: Listening to the Customer
- Building and Maintaining Relationships
- 6: Customer Service and Behavior
- 7: Service Breakdowns and Service Recovery
- 8: Customer Service in a Diverse World
- 9: Customer Service via Technology
- 10: Encouraging Customer Loyalty
- Appendix Reader's Customer Service Survey
- Glossary
- Bibliography
- Photo Credits
- Index
