01566cam a2200301 i 4500 17971195 AUA.1 20180503111551.0 131213s2015 nyua b 001 0 eng 2013046975 9780073545462 (alk. paper) 0073545465 (alk. paper) DLC eng DLC rda DLC pcc HF5415.5 .L83 2015 658.8/12 23 Lucas, Robert W. Customer service : skills for success / Robert W. Lucas, Principal, Robert W. Lucas Enterprises. Sixth Edition. New York, NY. : McGraw Hill Education, c2015. xxv, 436 p. : color ill. ; 27 cm. Includes bibliographical references (pages 423-425) and index. The profession -- The customer service profession -- Contributing to the service culture -- Skills for success -- Verbal communication skills -- Nonverbal communication skills -- Listening to the customer -- Building and maintaining relationships -- Customer service and behavior -- Service breakdowns and service recovery -- Customer service in a diverse world -- Customer service via technology -- Encouraging customer loyalty -- Appendix -- Glossary -- Notes -- Bibliography -- Credits -- Index. Customer services. 7 cbc orignew 1 ecip 20 y-gencatlg lcc BOOK HF 5415.5 .L83 2015 18798 18798 0 0 lcc 0 0 Books AUA.1 AUA.1 GS 2017-11-29 Bought by JTL 48.99 AUA21750 6 2 HF 5415.5 .L83 2015 AUA21750 2022-02-10 00:00:00 2021-12-17 48.99 2017-11-29 BOOK