Synopses & Reviews
In todays “customercentric” world, superior service is fast becoming a vital competitive advantage. CustomerService provides hands-on, comprehensive coverage for improving all aspects of customer service, especiallyhandling problems and stress. This new edition features interviews with working customer service professionals,boxes that highlight leadership qualities of successful customer service managers, an increased focus ondiversity issues, and more.
Synopsis
Customer Service, Third Edition 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.
Description
Includes bibliographical references (p. 517-519) and index.
About the Author
Robert W. Lucas (Orlando, FL) is an accomplished author and is a principal and managing partner in Global Performance Strategies, L.L.C.
Table of Contents
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