Customer service: building successful skills for the twenty-first century (3rd ed )

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