Customer Service Skills for Success 7Th Edition By Robert Lucas – Test Bank

Edition: 7th Edition

Format: Downloadable ZIP File

Resource Type: Test bank

Duration: Unlimited downloads

Delivery: Instant Download

Description

Customer Service Skills for Success 7Th Edition By Robert Lucas – Test Bank

ISBN 10: 1259954072, ISBN 13: 9781259954078

Test Bank For Customer Service Skills for Success 7Th Edition By Robert Lucas

Customer Service Skills for Success 7Th Edition By Robert Lucas – Test Bank

Customer Service Skills for Success 7Th Edition By Robert Lucas

Customer Service Skills for Success 7Th Edition

Customer Service Skills for Success

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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