Test Bank Customer Service Skills For Success 5th Edition by Robert W. Lucas
$24.99
Test Bank Customer Service Skills For Success 5th Edition by Robert W. Lucas
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Format: Downloadable ZIP Fille
Resource Type: Test Bank (Testbank Files)
Duration: Unlimited downloads
Delivery: Instant Download
Product Description
Test Bank Customer Service Skills For Success 5th Edition by Robert W. Lucas
Customer Service Skills for Success provides insights into the essential skills needed to excel in customer service roles. The 5th edition includes real-world examples, interviews with professionals, and case studies to help readers apply concepts to practical situations. The book is structured around three main sections: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. It emphasizes the importance of communication skills, understanding customer needs, and creating a positive service culture.
Print ISBN-13: 9780073397115, Print ISBN-10: 0073397113
Robert W. Lucas
Table of Contents: Part One: The Profession, Customer Service Profession, Contributing to the Service Culture. Part Two: Skills for Success, Verbal Communication Skills, Nonverbal Communication, Listening to the Customer, Customer Service and Behavior, Service Recovery. Part Three: Building and Maintaining Relationships, Customer Relationship Management, Motivation, Leadership and Teamwork.