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Table of Contents


Customer Service Skills for Success , 4/e

Robert W. Lucas, Webster University, Orlando, Florida

ISBN: 0073545449
Copyright year: 2009

Table of Contents



The Profession

Chapter 1: The Customer Service Profession

Chapter 2: Contributing to the Service Culture

Skills for Success

Chapter 3: Verbal Communication Skills

Chapter 4: Nonverbal Communication Skills

Chapter 5: Listening to the Customer

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

Appendix

Chapters Available Online

Chapter 11: Managing Your Time

Chapter 12: Managing Your Stress
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