Customer Service Skills for Success7th Edition
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
Part Four: Retaining Customers
Chapter 10: Encouraging Customer Loyalty
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