Description
Part One The Profession
1 The World of Customer Service
2 Contributing to the Service Culture
Part Two Skills for Success
3 Verbal Communication Skills
4 Nonverbal Communication Skills
5 Listening to the Customer
Part Three Building and Maintaining Relationships
6 Customer Service and Behavior
7 Service Breakdowns and Recovery
8 Customer Service in a Diverse World
9 Customer Service via Technology
Part Four Retaining Customers
10 Encouraging Customer Loyalty
Glossary
Notes
Bibliography
Index
