Contents
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 |