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ISBN-10: 1259954072
ISBN-13: 9781259954078
Authors: Robert W. Lucas
Publisher: N/A
Publication Date: 2018
MSRP:
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Revised edition of the author's Customer service, 2015.
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Preface — Acknowledgments — The profession — The customer service profession — Contributing to the service culture — Verbal communication skills — Nonverbal communication skills — Listening to the customer — Customer service and behavior — Service breakdowns and service recovery — Customer service in a diverse world — Customer service via technology — Encouraging customer loyalty — Appendix — Glossary — Notes — Bibliography — Credits — Index
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