Test Bank for Customer Service Skills for Success 6th Edition by Lucas ISBN 0073545465 9780073545462
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Product Details:
Language: English
ISBN-10: 0073545465
ISBN-13: 978-0073545462
ISBN-13: 9780073545462
Author: Robert Lucas
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Table of Content:
Chapter 1: The Customer Service Profession
Chapter 2: Contributing to the Service Culture
Chapter 3: Verbal Communication Skills
Chapter 4: Nonverbal Communication Skills
Chapter 5: Listening Skills
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
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