Customer Service Skills for Success

PART ONE: THE PROFESSION 
Chapter 1: The World of Customer Service 
Chapter 2: Contributing to the Service Culture 

PART TWO: SKILLS FOR SUCCESS 
Chapter 3: Verbal Communication Skills
Chapter 4: Nonverbal Communication Skills 
Chapter 5: Listening to the Customer

PART THREE: BUILDING AND MAINTAINING RELATIONSHIPS 
Chapter 6: Customer Service and Behavior 
Chapter 7: Service Breakdowns and Recovery 
Chapter 8: Customer Service in a Diverse World 
Chapter 9: Customer Service via Technology 

PART FOUR: RETAINING CUSTOMERS 
Chapter 10: Encouraging Customer Loyalty

BONUS CHAPTERS
Bonus Chapters can be found in the eBook or in the Instructor 
Resources within Connect:
Chapter 11: Managing Your Time
Chapter 12: Managing Your Stress
Chapter 13: Customer Service through Written Means