ISBN 9781259025679,Customer Service

Customer Service



Tata McGraw - Hill Education

Publication Year 2012

ISBN 9781259025679

ISBN-10 1259025675


Edition 3rd
Number of Pages 456 Pages
Language (English)

Budgeting & financial management

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. About the Author Robert W. Lucas 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