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Customer service : building successful skills for the twenty-first century / Robert W Lucas. Boston : McGraw-Hill, 2005xvi, 416 p. : ill. (some col.), col. maps ; 26 cm.Features how-to topics for the customer service professional. This work covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. It also provides insights and tips for customer service supervisory personnel
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