Ebook Customer Service 6e by Lucas


Customer Service : Skills for Success
6th Edition
by Robert Lucas
Copyright © 2015 by McGraw-Hill Education

Table of Content:
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

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