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Customer Service: Skills and Concepts for Success, Student Edition

Customer Service: Skills and Concepts for Success, Student Edition Cover

 

Synopses & Reviews

Publisher Comments:

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

Product Details

ISBN:
9780078226335
Subtitle:
Building Successful Skills for the Twenty-First Century
Author:
Lucas, Robert W.
Compiled:
Cram 101
Author:
Cram 101
Author:
Cram101 Textbook Reviews
Author:
Lucas
Author:
Cram101 Textbook Reviews, Textbook Revie
Publisher:
Career Education
Location:
New York
Subject:
Marketing - General
Subject:
Customer Service
Subject:
Customer services
Subject:
Office management
Subject:
Book Notes
Copyright:
Edition Number:
2
Series:
Cram101 Textbook Outlines
Series Volume:
no. PR03
Publication Date:
November 2000
Binding:
Paperback
Grade Level:
College/higher education:
Language:
English
Illustrations:
Yes
Pages:
432
Dimensions:
11.00x8.25x.22 in. .58 lbs.

Related Subjects

Business » Marketing
Textbooks » General

Customer Service: Skills and Concepts for Success, Student Edition
0 stars - 0 reviews
$ In Stock
Product details 432 pages Irwin/McGraw-Hill - English 9780078226335 Reviews:
"Synopsis" by , 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.
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