Customer service : skills for success / Robert W. Lucas, Principal, Robert W. Lucas Enterprises.
Material type:
TextPublisher: New York : McGraw-Hill Education, 2015Edition: Sixth EditionDescription: xxv, 436 pages : color illustrations ; 27 cmContent type: text Media type: unmediated Carrier type: volumeISBN: 9780073545462 (alk. paper); 0073545465 (alk. paper)Subject(s): Customer servicesDDC classification: 658.8/12 LOC classification: HF5415.5 | .L83 2015| Item type | Current library | Collection | Call number | Status | Date due | Barcode |
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BUKU
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al-Biruni Library Open Shelf | Open shelf | HF5415.5 .L83 2015 (Browse shelf(Opens below)) | Available | 22334 |
Includes bibliographical references (pages 423-425) and index.
The profession -- The customer service profession -- Contributing to the service culture -- Skills for success -- Verbal communication skills -- Nonverbal communication skills -- Listening to the customer -- Building and maintaining relationships -- Customer service and behavior -- Service breakdowns and service recovery -- Customer service in a diverse world -- Customer service via technology -- Encouraging customer loyalty -- Appendix -- Glossary -- Notes -- Bibliography -- Credits -- Index.
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