000			01566cam a2200301 i 4500
001			17971195
003			AUA.1
005			20180503111551.0
008			131213s2015 nyua b 001 0 eng
010			_a 2013046975
020			_a9780073545462 (alk. paper)
020			_a0073545465 (alk. paper)
040			_aDLC _beng _cDLC _erda _dDLC
042			_apcc
050	0	0	_aHF5415.5 _b.L83 2015
082	0	0	_a658.8/12 _223
100	1		_aLucas, Robert W.
245	1	0	_aCustomer service : _bskills for success / _cRobert W. Lucas, Principal, Robert W. Lucas Enterprises.
250			_aSixth Edition.
260			_aNew York, NY. : _bMcGraw Hill Education, _cc2015.
300			_axxv, 436 p. : _bcolor ill. ; _c27 cm.
504			_aIncludes bibliographical references (pages 423-425) and index.
505	0		_aThe profession -- The customer service profession -- Contributing to the service culture -- Skills for success -- Verbal communication skills -- Nonverbal communication skills -- Listening to the customer -- Building and maintaining relationships -- Customer service and behavior -- Service breakdowns and service recovery -- Customer service in a diverse world -- Customer service via technology -- Encouraging customer loyalty -- Appendix -- Glossary -- Notes -- Bibliography -- Credits -- Index.
650		0	_aCustomer services.
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2lcc _cBOOK _hHF 5415.5 _i.L83 2015
999			_c18798 _d18798