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Customer Service: Skills and Concepts for Success, Student Edition
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.
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.
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 2 Contributing to the Service Culture
Chapter 3 Positive Verbal Communication
Chapter 5 Listening to the Customer
Chapter 7 Handling Difficult Customer Encounters
Chapter 9 Customer Service via Technology
Chapter 10 Managing Your Stress
PART FOUR: ENHANCING CUSTOMER RELATIONSHIPS
Chapter 13 Service Recovery
Chapter 14 Focusing on the Future