Customer service : skills and concepts for success / Robert W. Lucas
Material type:
TextPublication details: New York: Glencoe/McGraw-Hill, 2002Edition: 2nd EditionDescription: vii, 532 pages : illustrations ; 28 cmISBN: 78226333Subject(s): CUSTOMER SERVICESLOC classification: HF 5415.5 .L83 2002
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| Item type | Current library | Home library | Collection | Shelving location | Call number | Copy number | Status | Date due | Barcode |
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LRC - Annex II | National University - Manila | Gen. Ed. - CBA | General Circulation | GC HF 5415.5 .L83 2002 (Browse shelf (Opens below)) | c.1 | Available | NULIB000006166 | |
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Books
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LRC - Annex II | National University - Manila | Gen. Ed. - CBA | General Circulation | GC HF 5415.5 .L83 2002 c.2 (Browse shelf (Opens below)) | c.2 | Available | NULIB000006165 |
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| GC HF 5415.5 .J42 1999 Smart things to know about customers / | GC HF 5415.5 .L57 1994 Customers for keeps / | GC HF 5415.5 .L83 2002 Customer service : skills and concepts for success / | GC HF 5415.5 .L83 2002 c.2 Customer service : skills and concepts for success / | GC HF 5415.5 .W56 1991 The Customer-driven company : moving from talk to action / | GC HF 5415.5 .W56 1991 The Customer-driven company : moving from talk to action / | GC HF 5415.12 .R36 2011 Principles of marketing management / |
Includes bibliography and index.
What is customer service? --
Contributing to the service culture --
Positive verbal communication --
Nonverbal communication in customer service --
Listening to the customer --
Customer service and behavior --
Customer service via technology --
Customer service through written means --
Handling difficult customer encounters --
Customer service in a diverse world --
Managing your stress --
Managing your time --
Encouraging customer loyalty --
Service recovery --
Focusing on the future
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