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Customer Service : Building Successful Skills for the Twenty-First Century
ISBN: 9780072938050 | 0072938056
Edition: 3rdFormat: Paperback
Publisher: Career Education
Pub. Date: 5/17/2004
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No matter what industry you choose or which organization you eventually end up working for, there will come a time when you have to deal with your internal and external customers. This 3rd Edition covers the essential service skills needed to succeed in business today -- crucial skills that include: listening techniques, verbal and nonverbal communication, dealing with various customer types, use of technology, and handling a variety of complex customer situations. With insight and tips that provide a thorough overview into the world of custome... MORE
Part I: The ProfessionChapter 1 What Is Customer Service?Chapter 2 Contributing to the Service CulturePart II: Skills for SuccessChapter 3 Positive Verbal CommunicationChapter 4 Nonverbal Communication in Customer ServiceChapter 5 Listening to the CustomerChapter 6 Customer Service and BehaviorChapter 7 Customer Service via TechnologyChapter 8 Handling Difficult Customer EncountersChapter 9 Customer Service in a Diverse WorldPart III: Self-Help SkillsChapter 10 Managing Your StressChapter ... MORE
Chapter 2 Contributing to the Service CulturePart II: Skills for SuccessChapter 3 Positive Verbal CommunicationChapter 4 Nonverbal Communication in Customer ServiceChapter 5 Listening to the CustomerChapter 6 Customer Service and BehaviorChapter 7 Customer Service via TechnologyChapter 8 Handling Difficult Customer EncountersChapter 9 Customer Service in a Diverse WorldPart III: Self-Help SkillsChapter 10 Managing Your StressChapter ... MORE
Chapter 3 Positive Verbal CommunicationChapter 4 Nonverbal Communication in Customer ServiceChapter 5 Listening to the CustomerChapter 6 Customer Service and BehaviorChapter 7 Customer Service via TechnologyChapter 8 Handling Difficult Customer EncountersChapter 9 Customer Service in a Diverse WorldPart III: Self-Help SkillsChapter 10 Managing Your StressChapter ... MORE
Chapter 5 Listening to the CustomerChapter 6 Customer Service and BehaviorChapter 7 Customer Service via TechnologyChapter 8 Handling Difficult Customer EncountersChapter 9 Customer Service in a Diverse WorldPart III: Self-Help SkillsChapter 10 Managing Your StressChapter ... MORE
Chapter 7 Customer Service via TechnologyChapter 8 Handling Difficult Customer EncountersChapter 9 Customer Service in a Diverse WorldPart III: Self-Help SkillsChapter 10 Managing Your StressChapter ... MORE
Chapter 9 Customer Service in a Diverse WorldPart III: Self-Help SkillsChapter 10 Managing Your StressChapter ... MORE
Chapter 10 Managing Your StressChapter ... MORE
Robert W. Lucas (Orlando, FL) is an accomplished author and is a principal and managing partner in Global Performance Strategies, L.L.C.
