Customer Service Skills for Success by Robert W. Lucas


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

Additional Information