Customer service : skills for success / Robert W. Lucas, Principal, Robert W. Lucas Enterprises.
By: Lucas, Robert W.
Material type:
BookPublisher: New York : McGraw-Hill Education, 2015Edition: Sixth Edition.Description: xxv, 436 pages: color illustrations; 38 cm.Content type: text Media type: unmediated Carrier type: volumeISBN: 9781259252945.Subject(s): Customer servicesDDC classification: 658.8/12 | Current location | Call number | Copy number | Status | Notes | Date due | Item holds |
|---|---|---|---|---|---|---|
| University of Santo Tomas-Legazpi College of Business Management and Accountancy | HF 5415.5 .L933 2015 (Browse shelf) | 1 | Available | New Acquisition |
Includes 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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