Customer Service Skills for Success 8th Edition Lucas ISBN: 9781260381900 TEST BANK

Customer Service Skills for Success 8th Edition Lucas ISBN: 9781260381900 TEST BANK

Test Bank for Customer Service Skills for Success, 8th Edition, Robert Lucas, ISBN10: 1260381900, ISBN13: 9781260381900

Table of Contents

PART ONE: THE PROFESSION
Chapter 1: The World of Customer Service
Chapter 2: Contributing to the Service Culture

PART TWO: SKILLS FOR SUCCESS
Chapter 3: Verbal Communication Skills
Chapter 4: Nonverbal Communication Skills
Chapter 5: Listening to the Customer

PART THREE: BUILDING AND MAINTAINING RELATIONSHIPS
Chapter 6: Customer Service and Behavior
Chapter 7: Service Breakdowns and Recovery
Chapter 8: Customer Service in a Diverse World
Chapter 9: Customer Service via Technology

PART FOUR: RETAINING CUSTOMERS
Chapter 10: Encouraging Customer Loyalty

BONUS CHAPTERS
Bonus Chapters can be found in the eBook or in the Instructor
Resources within Connect:
Chapter 11: Managing Your Time
Chapter 12: Managing Your Stress
Chapter 13: Customer Service through Written Means