Customer service
building successful skills for the twenty-first century
- ISBN: 9780071112925
- Editorial: McGraw-Hill Publishing Co.
- Fecha de la edición: 2005
- Lugar de la edición: Boston. None
- Encuadernación: Rústica
- Medidas: 26 cm
- Nº Pág.: 416
- Idiomas: Inglés
CONTENTS Part ONE: THE PROFESSION CHAPTER 1 What Is Customer Service? CHAPTER 2 Contributing to the Service Culture Part TWO: SKILLS FOR SUCCESS CHAPTER 3 Positive Verbal Communication CHAPTER 4 Nonverbal Communication in Customer Service CHAPTER 5 Listening to the Customer CHAPTER 6 Customer Service and Behavior CHAPTER 7 Handling Difficult Customer Encounters CHAPTER 8 Customer Service in a Diverse World CHAPTER 9 Customer Service via Technology Part THREE: SELF-HELP SKILLS CHAPTER 10 Managing Your Stress CHAPTER 11 Managing Your Time Part FOUR: ENHANCING CUSTOMER RELATIONSHIPS CHAPTER 12 Encouraging Customer Loyalty CHAPTER 13 Service Recovery Part FIVE: CUSTOMER SERVICE FOR THE TWENTY-FIRST CENTURY CHAPTER 14 Focusing on the Future
