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Customer Service Skills for Success 6e addresses real-world customer service issues and provides a variety of updated resources, activities, examples and tips from the author and active professionals in the industry to gain and hold readers' interest while providing insights into the concepts and skills related to customer service.
The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics.
作者簡介
Robert W. Lucas
現職：Principal, Robert W. Lucas Enterprises
PART I: THE PROFESSION
Ch 1 The Customer Service Profession
Ch 2 Contributing to the Service Culture
PART II: SKILLS FOR SUCCESS
Ch 3 Verbal Communication Skills
Ch 4 Nonverbal Communication Skills
Ch 5 Listening Skills
PART III: BUILDING AND MAINTAINING RELATIONSHIPS
Ch 6 Customer Service and Behavior
Ch 7 Service Breakdowns and Service Recovery
Ch 8 Customer Service in a Diverse World
Ch 9 Customer Service via Technology
Ch10 Encouraging Customer Loyalty
