Lucas, Robert W. <br/><br/>
Customer service :  skills and concepts for success / 
Robert W. Lucas 
 - 2nd Edition 
 - New York :  Glencoe McGraw-Hill,  c2002 
 - vii, 532 pages :  illustrations ;  28 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>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 
<br/><br/><label>ISBN: </label>78226333 
<br/><br/><label>Subjects--Topical Terms: </label><br/>CUSTOMER SERVICES
<br/><br/><label>LC Class. No.: </label>HF 5415.5 .L83 2002