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Customer Service Skills for Success

Customer Service Skills for Success

  • 7th Edition
By Robert Lucas
Copyright: 2019
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ISBN10: 1260157490 | ISBN13: 9781260157499

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ISBN10: 1259954072 | ISBN13: 9781259954078

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ISBN10: 1260157539 | ISBN13: 9781260157536

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ISBN10: 1260574679 | ISBN13: 9781260574678

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The estimated amount of time this product will be on the market is based on a number of factors, including faculty input to instructional design and the prior revision cycle and updates to academic research-which typically results in a revision cycle ranging from every two to four years for this product. Pricing subject to change at any time.

Program Details

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