Customer service : building successful skills for the twenty-first century /

Lucas, Robert W.

Customer service : building successful skills for the twenty-first century / Robert W. Lucas. - 3rd ed. - Boston, [Mass.] ; London : McGraw-Hill/Irwin, c2005. - xvi, 416 p. : ill., maps, ports. 26 cm

Includes bibliographical references (p. 406-408) and index.

This book 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.

9780071112925 £22.99 9780071112925


Customer services
Business and Management.
Customer services
Sales & marketing