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	Customer Service by Lucas
	Price : Rs 705.00
	Your Price : Rs 634.50

This 3rd Edition covers the essential service skills needed to succeed in business today“crucial skills that include: listening techniques, verbal and nonverbal communication, dealing with various customer types, use of technology, and handling a variety of complex customer situations. With insight and tips that provide a thorough overview into the world of customer service leadership, this text provides everything you need to enter the workplace as a knowledgeable and attentive professional.

About the Author
Robert W. Lucas

Table of Contents
Part-One: The Profession
1. What is Customer Service?
2. Contributing to the Service Culture
Part-Two: Skills for Success
3. Positive Verbal Communication
4. Nonverbal Communication in Customer Service
5. Listening to the Customer
6. Customer Service & Behaviour
7. Handling Difficult Customer Encounters
8. Customer Service in a Diverse World
9. Customer Service via Technology
Part-Three: Self Help Skills
10. Managing Your Stress
11. Managing Your Time
Part-Four: Enhancing Customer Relationships
12. Encouraging Customer Loyalty
13. Service Recovery
Part-Five: Customer Service for the Twenty-First Century
14. Focusing on the future isbn
9781259025679

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