Customer service : skills and concepts for success / Robert W. Lucas

By: Material type: TextTextPublication details: New York : Glencoe McGraw-Hill, c2002Edition: 2nd EditionDescription: vii, 532 pages : illustrations ; 28 cmISBN:
  • 78226333
Subject(s): LOC classification:
  • HF 5415.5 .L83 2002
Contents:
What is customer service? -- Contributing to the service culture -- Positive verbal communication -- Nonverbal communication in customer service -- Listening to the customer -- Customer service and behavior -- Customer service via technology -- Customer service through written means -- Handling difficult customer encounters -- Customer service in a diverse world -- Managing your stress -- Managing your time -- Encouraging customer loyalty -- Service recovery -- Focusing on the future
Item type: Books
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Holdings
Item type Current library Home library Collection Call number Copy number Status Date due Barcode
Books Books National University - Manila LRC - Annex II General Circulation Gen. Ed. - CBA GC HF 5415.5 .L83 2002 c.1 (Browse shelf(Opens below)) c.1 Available NULIB000006165
Books Books National University - Manila LRC - Annex II General Circulation Gen. Ed. - CBA GC HF 5415.5 .L83 2002 c.2 (Browse shelf(Opens below)) c.2 Available NULIB000006166

Includes bibliographical references and index.

What is customer service? -- Contributing to the service culture -- Positive verbal communication -- Nonverbal communication in customer service -- Listening to the customer -- Customer service and behavior -- Customer service via technology -- Customer service through written means -- Handling difficult customer encounters -- Customer service in a diverse world -- Managing your stress -- Managing your time -- Encouraging customer loyalty -- Service recovery -- Focusing on the future

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