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Test Bank (Downloadable Product) for Customer Service Skills for Success 7th Edition By Robert Lucas, ISBN 10: 1259954072, ISBN 13: 9781259954078

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Downloadable Instructor Test Bank for Customer Service Skills for Success 7th Edition Lucas

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Test Bank for Customer Service Skills for Success 7th Edition Lucas

Downloadable Instructor Test Bank for Customer Service Skills for Success 7th Edition By Robert Lucas, ISBN 10: 1259954072, ISBN 13: 9781259954078

Table Of Content

Part One The Profession

1 The World of Customer Service
 2 Contributing to the Service Culture
Part Two Skills for Success
3 Verbal Communication Skills
4 Nonverbal Communication Skills
5 Listening to the Customer
Part Three Building and Maintaining Relationships
6 Customer Service and Behavior
7 Service Breakdowns and Recovery
8 Customer Service in a Diverse World
9 Customer Service via Technology
Part Four Retaining Customers
10 Encouraging Customer Loyalty
Glossary
Notes
Bibliography
Index