Customer Service: Building Successful Skills for the Twenty-First Century
Robert W. LucasISBN: 0072938056; 9780072938050;
In today’s “customercentric” world, superior service is fast becoming a vital competitive advantage. Customer Service provides hands-on, comprehensive coverage for improving all aspects of customer service, especially handling problems and stress. This new edition features interviews with working customer service professionals, boxes that highlight leadership qualities of successful customer service managers, an increased focus on diversity issues, and more.