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Test Bank (Download Now) For Customer Service Skills for Success 7th Edition By Lucas ISBN 10: 1259954072, ISBN 13: 9781259954078

Authors:

Robert Lucas

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Test Bank (Download Now) For Customer Service Skills for Success 7th Edition By Robert Lucas

ISBN 10: 1259954072, ISBN 13: 9781259954078

 

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Test Bank (Download Now) For Customer Service Skills for Success 7th Edition By Lucas

Test Bank (Download Now)  For Customer Service Skills for Success 7th Edition By Robert Lucas

ISBN 10: 1259954072, ISBN 13: 9781259954078

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

About the Author

Robert Lucas

Robert W. Lucas earned a B.S. in law enforcement from the University of Maryland in College Park; an M.A. with a focus in human resources development from George Mason University in Fairfax, Virginia; and a second M.A. in management and leadership from Webster University in Orlando, Florida. He is an internationally known award-winning author and learning and performance expert who specializes in workplace performance-based training and consulting services. Professor Lucas has more than four decades of experience in human resources development, management, and customer service. He has written and contributed to 36 books, training video leaders’ guides, and compilations. He also has taught training and development, diversity, and interpersonal and organizational communication at the master’s level for almost two decades at Webster University.