Description
PART ONE: THE PROFESSION
Chapter 1: The World of Customer Service
Chapter 2: Contributing to the Service Culture
PART TWO: SKILLS FOR SUCCESS
Chapter 3: Verbal Communication Skills
Chapter 4: Nonverbal Communication Skills
Chapter 5: Listening to the Customer
PART THREE: BUILDING AND MAINTAINING RELATIONSHIPS
Chapter 6: Customer Service and Behavior
Chapter 7: Service Breakdowns and Recovery
Chapter 8: Customer Service in a Diverse World
Chapter 9: Customer Service via Technology
PART FOUR: RETAINING CUSTOMERS
Chapter 10: Encouraging Customer Loyalty
BONUS CHAPTERS
Bonus Chapters can be found in SmartBook or in the Instructor
Resources within Connect:
Chapter 11: Managing Your Time
Chapter 12: Managing Your Stress
- Chapter 13: Customer Service through Written Means
