Customer service : building successful skills for the twenty-first century
著者
書誌事項
Customer service : building successful skills for the twenty-first century
McGraw-Hill/Irwin, c2005
3rd ed
- : [pbk.]
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注記
Bibliography: p. 406-408
Includes index
内容説明・目次
- 巻冊次
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ISBN 9780071112925
内容説明
This book features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.
目次
Part I: The Profession. Chapter 1 What Is Customer Service? Chapter 2 Contributing to the Service Culture. Part II: Skills for Success. Chapter 3 Positive Verbal Communication. Chapter 4 Nonverbal Communication in Customer Service. Chapter 5 Listening to the Customer. Chapter 6 Customer Service and Behavior. Chapter 7 Customer Service via Technology. Chapter 8 Handling Difficult Customer Encounters. Chapter 9 Customer Service in a Diverse World. Part III: Self-Help Skills. Chapter 10 Managing Your Stress. Chapter 11 Managing Your Time. Chapter 12 Encouraging Customer Loyalty. Chapter 13 Service Recovery. Chapter 14 Focusing on the Future.
- 巻冊次
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: [pbk.] ISBN 9780072938050
内容説明
Customer Service, 3/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.
目次
PART ONE: THE PROFESSIONChapter 1 What Is Customer Service?Chapter 2 Contributing to the Service CulturePART TWO: SKILLS FOR SUCCESSChapter 3 Positive Verbal CommunicationChapter 4 Nonverbal Communication in Customer ServiceChapter 5 Listening to the CustomerChapter 6 Customer Service and BehaviorChapter 7 Handling Difficult Customer EncountersChapter 8 Customer Service in a Diverse WorldChapter 9 Customer Service via TechnologyPART THREE: SELF-HELP SKILLSChapter 10 Managing Your StressChapter 11 Managing Your TimePART FOUR: ENHANCING CUSTOMER RELATIONSHIPSChapter 12 Encouraging Customer LoyaltyChapter 13 Service RecoveryPART FIVE: CUSTOMER SERVICE FOR THE TWENTY-FIRST CENTURYChapter 14 Focusing on the Future
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