Test Bank for Customer Service 7th Edition By Lucas

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Test Bank for Customer Service 7th Edition By Lucas

Download FREE Sample Here for Test Bank for Customer Service 7th Edition By Lucas. Note : this is not a text book. File Format : PDF or Word

PART ONE: THE PROFESSION

Chapter 1: The World of Customer Service

Chapter 2: Contributing to the Service Culture

PART TWO: SKILLS FOR SUCCESS

Chapter 3: Verbal Communication Skills

Chapter 4: Nonverbal Communication Skills

Chapter 5: Listening to the Customer

PART THREE: BUILDING AND MAINTAINING RELATIONSHIPS

Chapter 6: Customer Service and Behavior

Chapter 7: Service Breakdowns and Recovery

Chapter 8: Customer Service in a Diverse World

Chapter 9: Customer Service via Technology

Chapter 10: Encouraging Customer Loyalty

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