Preface
Acknowledgements Part I: The Profession Chapter 1: What is Customer Service? Chapter 2: Contributing to a Service Culture Part II: 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 III: Self-Help Skills Chapter 10: Managing Your Stress Chapter 11: Managing Your Time Part IV: Enhancing Customer Relationships Chapter 12: Encouraging Customer Loyalty Chapter 13: Service recovery Part V: Customer Service for the Twenty-First Century Chapter 14: Focusing on the Future Appendices
Glossary
Bibliography
Index |