Customer Service Skills for Success by Robert W. Lucas

Contents

The Profession

Chapter 1 – The Customer Service Profession

Chapter 2 – Contributing to a Service Culture

Skills for Success

Chapter 3 – Verbal Communication Skills

Chapter 4 – Non-Verbal Communication Skills

Chapter 5 – Listening to the Customer

Building and Maintaining Relationships

Chapter 6- Customer Service and Behavior

Chapter 7 – Service Breakdowns and Service Recovery

Chapter 8- Customer Service in a Diverse World

Chapter 9 – Customer Service Via Technology

Chapter 10 Encouraging Customer Loyalty

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