Customer Service Skills for Success7th Edition
By Robert Lucas
Product Details +
● Is the best-selling customer service textbook in the U.S. and recipient of the 2017 Textbook and Academic Authors Association's Textbook Excellence Award.
● Includes interviews of real-world service providers, case scenarios, and student activities to promote critical thinking.
● Features Connect, an easy-to-use homework and learning management solution that embeds learning science and adaptive tools to improve student results.
Part One The Profession
1 The World of Customer Service
2 Contributing to the Service Culture
Part Two Skills for Success
3 Verbal Communication Skills
4 Nonverbal Communication Skills
5 Listening to the Customer
Part Three Building and Maintaining Relationships
6 Customer Service and Behavior
7 Service Breakdowns and Recovery
8 Customer Service in a Diverse World
9 Customer Service via Technology
Part Four Retaining Customers
10 Encouraging Customer Loyalty