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Customer service building successful skills for the twenty-first century Robert W. Lucas.
Detalles de publicación: Boston Mc Graw Hill 2005.Edición: 3a edDescripción: 415 p. 25 cmISBN:- 0072938056
| Imagen de cubierta | Tipo de ítem | Biblioteca actual | Biblioteca de origen | Colección | Ubicación en estantería | Signatura topográfica | Materiales especificados | Info Vol | URL | Copia número | Estado | Notas | Fecha de vencimiento | Código de barras | Reserva de ítems | Prioridad de la cola de reserva de ejemplar | Reservas para cursos | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Libro | Biblioteca Mons. Iñaki Mallona (Arecibo) Colección General ab | 658.812 L933c (Navegar estantería(Abre debajo)) | Disponible | 60000010089958 |
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Descripciones mejoradas de Syndetics:
Customer Service , Third Edition by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.
Includes bibliographical references and index.
Tabla de contenidos provista por Syndetics
- Preface(p. xii)
- Acknowledgments(p. xv)
- Part 1 The Profession(p. 1)
- Chapter 1 What Is Customer Service?(p. 2)
- Chapter 2 Contributing to the Service Culture(p. 28)
- Part 2 Skills for Success(p. 58)
- Chapter 3 Positive Verbal Communication(p. 60)
- Chapter 4 Nonverbal Communication in Customer Service(p. 92)
- Chapter 5 Listening to the Customer(p. 122)
- Chapter 6 Customer Service and Behavior(p. 150)
- Chapter 7 Handling Difficult Customer Encounters(p. 176)
- Chapter 8 Customer Service in a Diverse World(p. 204)
- Chapter 9 Customer Service via Technology(p. 238)
- Part 3 Self-Help Skills(p. 267)
- Chapter 10 Managing Your Stress(p. 268)
- Chapter 11 Managing Your Time(p. 296)
- Part 4 Enhancing Customer Relationships(p. 315)
- Chapter 12 Encouraging Customer Loyalty(p. 316)
- Chapter 13 Service Recovery(p. 348)
- Part 5 Customer Service for the Twenty-First Century(p. 371)
- Chapter 14 Focusing on the Future(p. 372)
- Appendix Reader's Customer Service Survey(p. 393)
- Glossary(p. 395)
- Bibliography(p. 406)
- Index(p. 409)
Notas de autor provistas por Syndetics
Robert W. Lucas (Orlando, FL) is an accomplished author and is a principal and managing partner in GlobalPerformance Strategies, L.L.C.