Customer service : skills for success
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Boston :
McGraw-Hill ,
c2009
|
| Edition: | 4th ed |
| Subjects: | |
| Online Access: | Table of contents only Contributor biographical information Publisher description |
MARC
| LEADER | 00000cam a2200000 7i4500 | ||
|---|---|---|---|
| 001 | 0000062141 | ||
| 005 | 20090721093000.0 | ||
| 008 | 090427s2009 mau eng | ||
| 020 | |a 0073545449 | ||
| 020 | |a 9780073545448 | ||
| 090 | 0 | 0 | |a HF5415.5 |b .L83 2009 |
| 100 | 1 | |a Lucas, Robert W. , |e author | |
| 245 | 1 | 0 | |a Customer service : |b skills for success |c Robert W. Lucas |
| 250 | |a 4th ed | ||
| 260 | |a Boston : |b McGraw-Hill , |c c2009 | ||
| 300 | |a xx, 294 p. : |b ill. (some col.) ; |c 26 cm. | ||
| 504 | |a Includes bibliographical references and index | ||
| 505 | 0 | |a 1. The customer service profession -- 2. Contributing to the service culture -- 3. Verbal communication skills -- 4. Nonverbal communication skills -- 5. Listening to the customer -- 6. Customer service and behavior -- 7. Service breakdowns and service recovery -- 8. Customer servicein a diverce world -- 9. Customer service via technology -- 10. Encouraging customer loyalty | |
| 650 | 0 | |a Customer services | |
| 856 | 4 | 1 | |3 Table of contents only |u http://www.loc.gov/catdir/enhancements/fy0806/2007045960-t.html |
| 856 | 4 | 2 | |3 Contributor biographical information |u http://www.loc.gov/catdir/enhancements/fy0809/2007045960-b.html |
| 856 | 4 | 2 | |3 Publisher description |u http://www.loc.gov/catdir/enhancements/fy0806/2007045960-d.html |
| 999 | |a 1000126043 |b Book |c OPEN SHELF (30 DAYS) |e Gong Badak Campus | ||