| 000 | 00887cam a2200205 a 4500 | ||
|---|---|---|---|
| 020 | _a9780073397115 (pbk. : alk. paper) | ||
| 020 | _a0073397113 (pbk. : alk. paper) | ||
| 020 | _a9780071315920 (pbk.) | ||
| 020 | _a0071315926 (pbk.) | ||
| 082 | 0 | 0 | _a658.8/12 |
| 100 | 1 | _aLucas, Robert W. | |
| 245 | 1 | 0 | _aCustomer service : |
| 250 | _a5th ed. | ||
| 260 |
_aNew York : _bMcGraw-Hill, _c©2012. |
||
| 300 |
_axix, 394 pages : _billustrations ; |
||
| 490 | 1 | _aConnect, learn, succeed | |
| 505 | 0 | _aThe customer service profession -- Contributing to the service culture -- Verbal communication skills -- Nonverbal communication skills -- Listening skills -- Customer service and behavior -- Service breakdowns and service recovery -- Customer service in a diverse world -- Customer service via technology -- Encouraging customer loyalty. | |
| 650 | 0 | _aCustomer services. | |
| 942 | _cBK | ||
| 999 |
_c5100 _d5100 |
||