TY  - BOOK
AU  - Lucas, Robert W.
TI  - Customer service: skills and concepts for success 
SN  - 78226333
AV  - HF 5415.5 .L83 2002  
PY  - 2002///
CY  - New York
PB  - Glencoe McGraw-Hill
KW  - CUSTOMER SERVICES
N1  - 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
ER  -