| 000 -LEADER |
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| fixed length control field |
02924cam a22003618i 4500 |
| FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
131213s2015 nyu 001 0 eng |
| LIBRARY OF CONGRESS CONTROL NUMBER |
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| LC control number |
2013046975 |
| INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9780073545462 |
| INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
0073545465 (alk. paper) |
| CATALOGING SOURCE |
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| Original cataloging agency |
DLC |
| Language of cataloging |
eng |
| Transcribing agency |
DLC |
| Description conventions |
rda |
| AUTHENTICATION CODE |
|---|
| Authentication code |
pcc |
| LIBRARY OF CONGRESS CALL NUMBER |
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| Classification number |
HF5415.5 |
| Item number |
.L83 2015 |
| DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
658.8/12 |
| Edition number |
23 |
| SYSTEM CONTROL NUMBER |
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| System control number |
17971195 |
| DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20170126100459.0 |
| CONTROL NUMBER |
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| control field |
57709 |
| CONTROL NUMBER IDENTIFIER |
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| control field |
UOWD |
| MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Lucas, Robert W. |
| TITLE STATEMENT |
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| Title |
Customer service : |
| Remainder of title |
skills for success / |
| Statement of responsibility, etc |
Robert W. Lucas. |
| EDITION STATEMENT |
|---|
| Edition statement |
6th ed. |
| PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE STATEMENTS |
|---|
| Place of production, publication, distribution, manufacture |
New York : |
| Name of producer, publisher, distributor, manufacturer |
McGraw-Hill Education, |
| Date of production, publication, distribution, manufacture |
2015. |
| PROJECTED PUBLICATION DATE |
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| Projected publication date |
1501 |
| PHYSICAL DESCRIPTION |
|---|
| Extent |
xxv, 436p. : |
| Other physical details |
col. ill. ; |
| Dimensions |
28 cm. |
| CONTENT TYPE |
|---|
| Content Type Term |
text |
| Source |
rdacontent |
| MEDIA TYPE |
|---|
| Media Type Term |
unmediated |
| Source |
rdamedia |
| CARRIER TYPE |
|---|
| Carrier Type Term |
volume |
| Source |
rdacarrier |
| GENERAL NOTE |
|---|
| General note |
Includes index. |
| FORMATTED CONTENTS NOTE |
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| Formatted contents note |
The profession -- The customer service profession -- Contributing to the service culture -- Skills for success -- Verbal communication skills -- Nonverbal communication skills -- Listening to the customer -- Building and maintaining relationships -- Customer service and behavior -- Service breakdowns and service recovery -- Customer service in a diverse world -- Customer service via technology -- Encouraging customer loyalty -- Appendix -- Glossary -- Notes -- Bibliography -- Credits -- Index. |
| SUMMARY, ETC. |
|---|
| Summary, etc |
Customer Service Skills for Success by Robert W. Lucas is the top-selling customer service textbook in the United States. Customer Service Skills for Success 6e addresses real-world customer service issues and provides a variety of updated resources, activities, examples and tips from the author and active professionals in the industry to gain and hold readers' interest while providing insights into the concepts and skills related to customer service. The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics. The sixth edition of Customer Service Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers, case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented. |
| SUMMARY, ETC. |
|---|
| Summary, etc |
Addresses real-world customer service issues and provides a variety of updated resources, activities, examples and tips from the author and active professionals in the industry to gain and hold readers' interest while providing insights into the concepts and skills related to customer service. |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services. |
| ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
REGULAR |