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 BehaviorChapter 7: Service Breakdowns and RecoveryChapter 8: Customer Service in a Diverse World Chapter 9: Customer Service via TechnologyChapter 10: Encouraging Customer Loyalty
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