Customer service skills for success Robert W. Lucas.
Series Connect, learn, succeedDetalles de publicación: New York McGraw-Hill c2012.Edición: 5th edDescripción: xix, 394 p. ill. 26 cmISBN:- 9780073397115 (pbk. : alk. paper)
- 0073397113 (pbk. : alk. paper)
- 658.8/12 22
- HF5415.5 .L83 2012
| 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 de Mayagüez Colección General mb | HF5415.5 .L83 2012 (Navegar estantería(Abre debajo)) | Disponible | 50000003232286 |
Descripciones mejoradas de Syndetics:
Not the Same Old Customer Service Textbook
Customer Service: Skills for Success uses a variety of activities and example to gain and hold readers' interest while providing additional insights into the concepts and skills related to customer service.
The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics.
The fifth edition of Customer Service: Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers and case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented. For users of previous editions, you will note a streamlined approach where we have combined material from several previous chapters. If you need the chapters on Time and Stress Management, they can be found on our Web site, www.mhhe.com/customerservice, along with many new activities, case studies, and other support material.
Includes bibliographical references and index.
eigm 12/2012
Tabla de contenidos provista por Syndetics
- Part 1 The Profession
- Chapter 1 Customer Service Profession
- Chapter 2 Contributing to the Service Culture
- Part 2 Skills for Success
- Chapter 3 Verbal Communication Skills
- Chapter 4 Nonverbal Communication
- Chapter 5 Listening to the Customer
- Part 3 Building and Maintaining Relationships
- Chapter 6 Customer Service and Behavior
- Chapter 7 Service Breakdowns and Service Recovery
- Chapter 8 Customer Service in a Diverse World
- Chapter 9 Customer Service via Technology
- Chapter 10 Encouraging Customer Loyalty