Test Bank for Customer Service Skills for Success, 7th Edition, Robert Lucas

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Category: Test Bank

Test Bank for Customer Service Skills for Success, 7th Edition, Robert Lucas

Table Of Content

Part One The Profession

1 The World of Customer Service

2 Contributing to the Service Culture

Part Two Skills for Success

3 Verbal Communication Skills

4 Nonverbal Communication Skills

5 Listening to the Customer

Part Three Building and Maintaining Relationships

6 Customer Service and Behavior

7 Service Breakdowns and Recovery

8 Customer Service in a Diverse World

9 Customer Service via Technology

Part Four Retaining Customers

10 Encouraging Customer Loyalty

Glossary

Notes

Bibliography

Index

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