01262nam a2200229Ia 4500 CTU_168208 210402s9999 xx 000 0 und d 32.0 658.812 L933 Lucas, Robert W. Customer service : Building Successful Skills for the Twenty-First Century Robert W. Lucas New York McGraw - Hill 2005 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. Customer services,Customer satisfaction,Industrial management,Marketing,Dịch vụ khách hàng,Sự hài lòng của khách hàng,Quản lý công nghiệp,Tiếp thị Quality control,Kiểm soát chất lượng Trinh, Năm Trung tâm Học liệu Trường Đại học Cần Thơ