Test Bank for Customer Service Skills for Success, 7th Edition, Robert Lucas
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Test Bank for Customer Service Skills for Success, 7th Edition, Robert Lucas
Test Bank for Customer Service Skills for Success, 7th Edition, Robert Lucas
Table Of Content
Part One The Profession
1 The World of Customer Service
2 Contributing to the Service Culture
Part Two Skills for Success
3 Verbal Communication Skills
4 Nonverbal Communication Skills
5 Listening to the Customer
Part Three Building and Maintaining Relationships
6 Customer Service and Behavior
7 Service Breakdowns and Recovery
8 Customer Service in a Diverse World
9 Customer Service via Technology
Part Four Retaining Customers
10 Encouraging Customer Loyalty
Glossary
Notes
Bibliography
Index
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