Customer service : skills and concepts for success / Robert W. Lucas
Material type:
TextPublication details: New York : Glencoe McGraw-Hill, c2002Edition: 2nd EditionDescription: vii, 532 pages : illustrations ; 28 cmISBN: - 78226333
- HF 5415.5 .L83 2002
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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 | ||
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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 |
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| GC HF 5415.5 .H47 1997 The Service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / | GC HF 5415.5 .J42 1999 Smart things to know about customers / | GC HF 5415.5 .L57 1994 Customers for keeps / | GC HF 5415.5 .L83 2002 c.1 Customer service : skills and concepts for success / | GC HF 5415.5 .L83 2002 c.2 Customer service : skills and concepts for success / | GC HF 5415.5 .W56 1991 c.1 The Customer-driven company : moving from talk to action / | GC HF 5415.5 .W56 1991 c.2 The Customer-driven company : moving from talk to action / |
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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