Stock Image

Customer Service: Building Successful Skills for the 21st Century (Third Edition)

Robert W. Lucas

ISBN 10: 1259025675 / ISBN 13: 9781259025679
Published by McGraw Hill Education, 2012
New Condition: New Soft cover
From BookVistas (New Delhi, DELHI, India)

AbeBooks Seller Since November 24, 2010

Quantity Available: > 20

Buy New
Price: US$ 17.63 Convert Currency
Shipping: US$ 4.99 From India to U.S.A. Destination, Rates & Speeds
Add to basket

30 Day Return Policy

About this Item

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 customer service leadership, this text provides everything you need to enter the workplace as a knowledgeable and attentive professional. TABLE OF CONTENTS: Part-One: The Profession 1. What is Customer Service? 2. Contributing to the Service Culture Part-Two: Skills for Success 3. Positive Verbal Communication 4. Nonverbal Communication in Customer Service 5. Listening to the Customer 6. Customer Service & Behaviour 7. Handling Difficult Customer Encounters 8. Customer Service in a Diverse World 9. Customer Service via Technology Part-Three: Self Help Skills 10. Managing Your Stress 11. Managing Your Time Part-Four: Enhancing Customer Relationships 12. Encouraging Customer Loyalty 13. Service Recovery Part-Five: Customer Service for the Twenty-First Century 14. Focusing on the future Printed Pages: 456. Bookseller Inventory # 70548

Ask Seller a Question

Bibliographic Details

Title: Customer Service: Building Successful Skills...

Publisher: McGraw Hill Education

Publication Date: 2012

Binding: Softcover

Book Condition:New

Edition: 3rd edition.

About this title

Synopsis:

This 3rd edition covers the essential service skills needed to succeed in businesstoday-crucial skills that include: listening techniques, verbal and nonverbal communication,dealing with various customer types, use of technology, and handling a variety ofcomplex customer situations. With insight and tips that provide a thorough overview intothe world of customer service leadership, this text provides everything you need to enterthe workplace as a knowledgeable and attentive professional.

"About this title" may belong to another edition of this title.

Store Description

Visit Seller's Storefront

Terms of Sale:

All books are new. We accept payments by the following methods:

  1. Credit Card: Visa, MasterCard, or American Express.
  2. PayPal: sales@bookvistas.com
  3. Bank Draft or Banker's Cheque.
  4. Bank/Wire Transfer.

Cheques may be made payable to BookVistas.

Books are shipped by DHL, FedEx, Aramex, Registered Air Mail, or Registered SAL (Surface Air
Lifted).


Shipping Terms:

Shipping costs are based on books weighing 2.2 LB, or 1 KG. If your book order is heavy or oversized, we may contact you to let you know extra shipping is required.

List this Seller's Books

Payment Methods
accepted by seller

Visa Mastercard American Express

PayPal Bank Draft Bank/Wire Transfer