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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2009 McGraw-Hill Higher Education