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 |
Table of Contents:
- 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