Customer Service: Building Successful Skills for the Twenty-First Century - Brossura

Lucas, Robert

Brossura

ISBN 10: 0072938056 ISBN 13: 9780072938050

Casa editrice: McGraw-Hill Education, 2004

Riassunto

Customer Service, 3/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.

Su questo libro

L'autore:

Robert W. Lucas (Orlando, FL) is an accomplished author and is a principal and managing partner in Global Performance Strategies, L.L.C.

Contenuti:

PART ONE: THE PROFESSION

Chapter 1 What Is Customer Service?

Chapter 2 Contributing to the Service Culture

PART TWO: SKILLS FOR SUCCESS

Chapter 3 Positive Verbal Communication

Chapter 4 Nonverbal Communication in Customer Service

Chapter 5 Listening to the Customer

Chapter 6 Customer Service and Behavior

Chapter 7 Handling Difficult Customer Encounters

Chapter 8 Customer Service in a Diverse World

Chapter 9 Customer Service via Technology

PART THREE: SELF-HELP SKILLS

Chapter 10 Managing Your Stress

Chapter 11 Managing Your Time

PART FOUR: ENHANCING CUSTOMER RELATIONSHIPS

Chapter 12 Encouraging Customer Loyalty

Chapter 13 Service Recovery

PART FIVE: CUSTOMER SERVICE FOR THE TWENTY-FIRST CENTURY

Chapter 14 Focusing on the Future

Su questa edizione

• Editore: McGraw-Hill Education
• Data di pubblicazione: 2004
• ISBN 10: 0072938056
• ISBN 13: 9780072938050
• Rilegatura: Copertina flessibile
• Numero edizione: 3
• Numero di pagine: 544