CUSTOMER SERVICE 8ED
Skills For Sucess
Robert W. Lucas
Editorial: McGraw-Hill Higher Education
Edición: 8
Fecha Publicación: 2023
ISBN: 9781265037536
ISBN ebook: 9781265575656
Páginas: 568
Grado: Universitario
Área: Economía y Empresa
Sección: Marketing
Idioma: Inglés
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Edición: 8
Fecha Publicación: 2023
ISBN: 9781265037536
ISBN ebook: 9781265575656
Páginas: 568
Grado: Universitario
Área: Economía y Empresa
Sección: Marketing
Idioma: Inglés
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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
Glossary
*La edición digital no incluye códigos de acceso a material adicional o programas mencionados en el libro.
Lucas’ top-selling and award-winning Customer Service 8e has been revised to reflect the demands of customer service today. Chapters are divided into three parts, focused on key aspects of customer service: 1) The Profession 2) Skills for Success, and 3) Building and Maintaining Relationships, and Retaining Customers. Throughout the text, readers discover tips for implementing proven customer service strategies, case scenarios, and activities to help apply concepts to real-world situations. Customer Service 8e addresses many market changes such as the impact of the COVID-19 pandemic, working in remote teams and greater focus on customers with disabilities with featuring several companies such as Amazon, Target, American Express and Chipotle.
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