| 000 | 01133nam a2200217Ia 4500 | ||
|---|---|---|---|
| 003 | NULRC | ||
| 005 | 20250520100556.0 | ||
| 008 | 250520s9999 xx 000 0 und d | ||
| 020 | _a78226333 | ||
| 040 | _cNULRC | ||
| 050 | _aHF 5415.5 .L83 2002 | ||
| 100 |
_aLucas, Robert W. _eauthor |
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| 245 | 0 |
_aCustomer service : _bskills and concepts for success / _cRobert W. Lucas |
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| 250 | _a2nd Edition | ||
| 260 |
_aNew York : _bGlencoe McGraw-Hill, _cc2002 |
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| 300 |
_avii, 532 pages : _billustrations ; _c28 cm. |
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| 504 | _aIncludes bibliographical references and index. | ||
| 505 | _aWhat 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 | ||
| 650 | _aCUSTOMER SERVICES | ||
| 942 |
_2lcc _cBK |
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| 999 |
_c8406 _d8406 |
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