Product Information

Complete downloadable Test Bank for Customer Service Skills for Success 5th Edition by Lucas. INSTRUCTOR RESOURCE INFORMATION
TITLE: Customer Service Skills for Success
EDITION: 5th Edition
PUBLISHER: McGraw Hill Higher Education

Table of content

1.The Customer Service Profession
2.Contributing to the Service Culture
3.Verbal Communication Skills
4.Nonverbal Communication Skills
5.Listening to the Customer
6.Building and Maintaining Relationships
7.Service Breakdowns and Service Recovery
8.Customer Service in a Diverse World
9.Customer Service via Technology
10.Encouraging Customer Loyalty Appendcies

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