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Brief Table of Contents

• Chapter 1: Service Industry Business Environment
• Chapter 2: Learning to Learn
• Chapter 3: Work Ethic and Workplace Values
• Chapter 4: Customer Service Overview
• Chapter 5: Team Building
• Chapter 6: Introduction to Business Principles
• Chapter 7: Language of Business
• Chapter 8: Creating Positive Customer Relations
• Chapter 9: Problem Solving in Customer Service
• Chapter 10: Telephone Skills
• Chapter 11: Sales Skills
• Chapter 12: Managing Difficult Situations
• Chapter 13: Managing the Multicultural Customer
• Chapter 14: Introduction to Computer Technology
• Chapter 15: Introduction to Business Software Applications
• Chapter 16: E-Commerce
• Chapter 17: Basic Business Writing
• Chapter 18: Change Management
• Chapter 19: Managing Multiple Tasks and Priorities
• Chapter 20: Tools of Service Excellence
• Chapter 21: Positive Image
• Chapter 22: Personal Wellness
• Chapter 23: Job Interview Skills

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