skills for success Lucas, Robert W. creator text bibliography nyu New York, NY McGraw Hill Education c2015 2015 Sixth Edition. monographic eng

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xxv, 436 p. : color ill. ; 27 cm. 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. Robert W. Lucas, Principal, Robert W. Lucas Enterprises. Includes bibliographical references (pages 423-425) and index. Customer services HF5415.5 .L83 2015 658.8/12 9780073545462 (alk. paper) 0073545465 (alk. paper) 2013046975 DLC 131213 20180503111551.0 17971195 eng