Customer Service Skills for Success https://www.mheducation.com/cover-images/Jpeg_250-high/1259954072.jpeg?404URL=https://shop.mheducation.com/mhshopweb/images/no_cover_140.png
Recipient of the 2017 Textbook & Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas is the best-selling customer service textbook in the United States.
The 7th edition includes interviews of real-world service providers, case study scenarios, and activities to help apply concepts learned to real-world situations. This allows the student to think critically on the issues presented.
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Table of Contents

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Program Details

PART ONE: THE PROFESSION 
Chapter 1: The World of Customer Service 
Chapter 2: Contributing to the Service Culture 
PART TWO: SKILLS FOR SUCCESS 
Chapter 3: Verbal Communication Skills 
Chapter 4: Nonverbal Communication Skills 
Chapter 5: Listening to the Customer 
PART THREE: BUILDING AND MAINTAINING RELATIONSHIPS 
Chapter 6:  Customer Service and Behavior
Chapter 7: Service Breakdowns and Recovery
Chapter 8: Customer Service in a Diverse World 
Chapter 9: Customer Service via Technology
Chapter 10: Encouraging Customer Loyalty