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Customer Service: Building Successful Skills for the Twenty-First Century
by Lucas, Robert W. | PB | Good
Condition:
“Pages can have notes/highlighting. Spine may show signs of wear. ~ ThriftBooks: Read More, ”... Read moreabout condition
Postage:
Located in: Aurora, Illinois, United States
Delivery:
Estimated between Tue, 11 Jun and Thu, 13 Jun to 43230
Returns:
Coverage:
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Seller information
- 99% positive feedback
Registered as a Business Seller
Seller assumes all responsibility for this listing.
eBay item number:374708921835
Item specifics
- Condition
- Good
- Seller Notes
- Binding
- Paperback
- Weight
- 1 lbs
- Product Group
- Book
- IsTextBook
- Yes
- ISBN
- 9780072938050
- Subject Area
- Business & Economics
- Publication Name
- Customer Service : Building Successful Skills for the Twenty-First Century
- Item Length
- 9.9 in
- Publisher
- McGraw-Hill Higher Education
- Subject
- Customer Relations
- Publication Year
- 2004
- Type
- Textbook
- Format
- Trade Paperback
- Language
- English
- Item Height
- 0.7 in
- Features
- Revised
- Item Width
- 7.9 in
- Item Weight
- 26.2 Oz
- Number of Pages
- 432 Pages
About this product
Product Information
Customer Service , Third Edition by Lucas 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.
Product Identifiers
Publisher
McGraw-Hill Higher Education
ISBN-10
0072938056
ISBN-13
9780072938050
eBay Product ID (ePID)
30257974
Product Key Features
Publication Name
Customer Service : Building Successful Skills for the Twenty-First Century
Format
Trade Paperback
Language
English
Features
Revised
Subject
Customer Relations
Publication Year
2004
Type
Textbook
Subject Area
Business & Economics
Number of Pages
432 Pages
Dimensions
Item Length
9.9 in
Item Height
0.7 in
Item Width
7.9 in
Item Weight
26.2 Oz
Additional Product Features
Edition Number
3
LCCN
2004-044880
LeafCats
2228, 378
Lc Classification Number
Hf5415.5.L83 2005
Edition Description
Revised Edition
Table of Content
PART ONE: THE PROFESSION Chapter 1 What Is Customer Service? Chapter 2 Contributing to the Service Culture PART TWO: SKILLS FOR SUCCESS Chapter 3 Positive Verbal Communication Chapter 4 Nonverbal Communication in Customer Service Chapter 5 Listening to the Customer Chapter 6 Customer Service and Behavior Chapter 7 Handling Difficult Customer Encounters Chapter 8 Customer Service in a Diverse World Chapter 9 Customer Service via Technology PART THREE: SELF-HELP SKILLS Chapter 10 Managing Your Stress Chapter 11 Managing Your Time PART FOUR: ENHANCING CUSTOMER RELATIONSHIPS Chapter 12 Encouraging Customer Loyalty Chapter 13 Service Recovery PART FIVE: CUSTOMER SERVICE FOR THE TWENTY-FIRST CENTURY Chapter 14 Focusing on the Future
Copyright Date
2005
Target Audience
College Audience
Dewey Decimal
658.8/12
Dewey Edition
22
Illustrated
Yes
Item description from the seller
Seller assumes all responsibility for this listing.
eBay item number:374708921835
Postage and handling
Item location:
Aurora, Illinois, United States
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Excludes:
Barbados, French Guiana, French Polynesia, Guadeloupe, Libya, Martinique, New Caledonia, Reunion, Russian Federation, Ukraine, Venezuela
| Postage and handling | To | Service | Delivery*See Delivery notes |
|---|---|---|---|
| Free postage | United States | Economy Shipping | Estimated between Tue, 11 Jun and Thu, 13 Jun to 43230 |
| US $15.99 (approx RM 75.06) | United States | Expedited Shipping | Estimated between Mon, 10 Jun and Tue, 11 Jun to 43230 |
| Handling time |
|---|
| Will usually ship within 1 business day of receiving cleared payment. |
| Taxes |
|---|
| Seller charges sales tax in |
Sales Tax for an item #374708921835
Sales Tax for an item #374708921835
Seller collects sales tax for items shipped to the following states:
| State | Sales Tax Rate |
|---|---|
| Missouri (MO) | 8.238% |
Return policy
| After receiving the item, contact seller within | Refund will be given as |
|---|---|
| 30 days | Money Back |
The seller is responsible for return postage costs.
Seller feedback (5,208,309)
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