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About This OER Resource
Introduction
Chapter 1: Customer Centricity
Chapter 2: Customer Service Profession
Chapter 3: Leading a Customer Centric Strategy
Chapter 4: Verbal Communication
Chapter 5: Nonverbal Communication
Chapter 6: Listening Skills
Chapter 7: Consumer Buying Behavior & The Customer Journey
Chapter 8: Customer Types & Behavior Styles
Chapter 9: Service Breakdowns & Recovery
Chapter 10: Customer Service in a Diverse World
Chapter 11: Managing a Customer Service Team
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Customer Service & Engagement Copyright © 2025 by Maureen Peters Gittelman is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License, except where otherwise noted.