"A one-stop resource for delivering great customer service across any cultural boundary As the economy globalizes, cultural boundaries in commerce are being erased -- which makes your customers an increasingly diverse group. In order to stay competitive, you need to be able to communicate with...

Preface -- Acknowledgments -- The profession -- The customer service profession -- Contributing to the service culture -- Verbal communication skills -- Nonverbal communication skills -- Listening to the customer -- Customer service and behavior -- Service breakdowns and service recovery --...