Test Bank Customer Service Skills for Success 7th Edition by Robert W. Lucas
$24.99
Test Bank Customer Service Skills for Success 7th Edition by Robert W. Lucas
This is not a textbook. Please review the free sample before purchasing.
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 7th Edition by Robert W. Lucas
This textbook, a recipient of the Textbook Excellence Award, is a leading resource on customer service skills. The 7th edition addresses current real-world issues in customer service, offering practical resources, activities, and case studies to help students understand and apply the necessary skills.
ISBN-10: 1259954072, ISBN-13: 9781259954078
Robert W. Lucas
Table of Contents:
Part 1: The Profession
Chapter 1: The World of Customer Service
Part 2: Skills for Success
Chapter 2: Customer Behavior
Chapter 3: Verbal Communication Skills
Chapter 4: Nonverbal Communication Skills
Chapter 5: Listening Skills
Part 3: Building and Maintaining Relationships
Chapter 6: Service Recovery
Chapter 7: Motivation
Chapter 8: Empowerment
Part 4: Retaining Customers
Chapter 9: Technology and Customer Service
Chapter 10: Managing Stress and Time