Customer Service Skills for Success

5 Rev ed
ISBN: 978-0-07-131592-0
Verlag: McGraw-Hill Education - Europe

Buch, Englisch, 320 Seiten, Format (B × H): 217 mm x 266 mm, Gewicht: 733 g

Customer Service: Skills for Success 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.

Autoren/Hrsg.

Lucas, Robert W.

Lucas, Robert

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

Part One – The Profession
Chapter 1 – Customer Service for the Present and Future
Chapter 2 – Contributing to the Service CulturePart Two – Skills for Success
Chapter 3 – Verbal
Chapter 4--Nonverbal Communication
Chapter 5 – Listening to the CustomerPart Three – 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

Über Autor(innen)

Lucas, Robert
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 masters level for almost two decades at Webster University.