Customer Service: Building Successful Skills for the Twenty-First Century - Couverture souple

Lucas, Robert

Couverture souple

ISBN 10 : 0072938056 ISBN 13 : 9780072938050

Editeur : McGraw-Hill Professional, 2004

Synopsis

Customer Service, 3/e 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.

A propos du livre

À propos de l'auteur

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.

Détails de l'édition

• Éditeur: McGraw-Hill Professional
• Date d'édition: 2004
• Langue: anglais
• ISBN 10: 0072938056
• ISBN 13: 9780072938050
• Reliure: Broché
• Numéro d'édition: 3
• Nombre de pages: 432
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible