Product Information
Complete downloadable Test Bank for Customer Service Skills for Success 6th Edition by Lucas. INSTRUCTOR RESOURCE INFORMATION
TITLE: Customer Service Skills for Success
RESOURCE:Test Bank
EDITION: 6th Edition
AUTHOR: Lucas
PUBLISHER: McGraw Hill Higher Education
Table of content
Chapter 1: The Customer Service Profession
Chapter 2: Contributing to the Service Culture
Chapter 3: Verbal Communication Skills
Chapter 4: Nonverbal Communication Skills
Chapter 5: Listening to the Customer
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
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