Robert W. Lucas

Customer Service Skills for Success

Buch

Customer Service: Skills for Success 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.

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Produktdetails

ISBN: 978-0-07-131592-0
EAN: 9780071315920
Produktnummer: 11191728
Verlag: McGraw-Hill Education - Europe
Sprache: Englisch
Erscheinungsjahr: 2011
Seitenangabe: 320 S.
Masse: H25.4 cm x B20.3 cm x D1.5 cm 734 g
Auflage: 5 Rev ed
Gewicht: 734
Sonstiges: General (US: Trade)

Über den Autor

Robert W. Lucas earned a B.S. in law enforcement from the University of Maryland in College Park; an M.A. with a focus in human resources development from George Mason University in Fairfax, Virginia; and a second M.A. in management and leadership from Webster University in Orlando, Florida. He is an internationally known award-winning author and learning and performance expert who specializes in workplace performance-based training and consulting services. Professor Lucas has more than four decades of experience in human resources development, management, and customer service. He has written and contributed to 36 books, training video leaders guides, and compilations. He also has taught training and development, diversity, and interpersonal and organizational communication at the masters level for almost two decades at Webster University.