Contents

1. About This OER Resource

   1. Open Educational Resources

2. Introduction

   1. Customer Service & Engagement

3. 1. Chapter 1: Customer Centricity

   2. Chapter 2: Customer Service Profession

      1. Working in Customer-Facing Environments

   3. Chapter 3: Leading a Customer Centric Strategy

4. 1. Chapter 4: Verbal Communication

      1. Workplace Communication

   2. Chapter 5: Nonverbal Communication

      1. Introduction: What is Nonverbal Communication?

   3. Chapter 6: Listening Skills

      1. The Listening Process
      2. Listening Types
      3. Listening Styles
      4. Barriers to Effective Listening
      5. Improving Listening Competence

5. 1. Chapter 7: Consumer Buying Behavior & The Customer Journey

      1. Influences on Consumer Buying Behavior
      2. Consumer Decision Process
      3. Customer Journey Mapping

   2. Chapter 8: Customer Types & Behavior Styles

      1. Customer Types & Behavioral Styles: Overview

   3. Chapter 9: Service Breakdowns & Recovery

      1. Mistakes Happen

6. 1. Chapter 10: Customer Service in a Diverse World

      1. Introduction
      2. Cultural Diversity

   2. Chapter 11: Managing a Customer Service Team