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Customer Service Skills for Success

Customer Service Skills for Success

6th Edition
By Robert Lucas
ISBN10: 0073545465
ISBN13: 9780073545462
Copyright: 2015

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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 Customer Service Profession

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 Skills

PART THREE: Building and Maintaining Relationships

Chapter 6: Customer Service and Behavior

Chapter 7: Service Breakdowns and Service Recovery

Chapter 8: Customer Service in a Diverse World

Chapter 9: Customer Service via Technology

Chapter 10: Encouraging Customer Loyalty