Customer Service Skills for Success https://www.mheducation.com/cover-images/Jpeg_400-high/1260381900.jpeg 8 9781260381900 Lucas’ top-selling and award-winning Customer Service 8e has been revised to reflect the demands of customer service today. Chapters are divided into three parts, focused on key aspects of customer service: 1) The Profession 2) Skills for Success, and 3) Building and Maintaining Relationships, and Retaining Customers. Throughout the text, readers discover tips for implementing proven customer service strategies, case scenarios, and activities to help apply concepts to real-world situations. Customer Service 8e addresses many market changes such as the impact of the COVID-19 pandemic, working in remote teams and greater focus on customers with disabilities with featuring several companies such as Amazon, Target, American Express and Chipotle. Students will practice putting concepts into action through our integration digital learning platform, Connect. Connect provides revised case analyses that challenge students to apply what they’ve learned to real-world scenarios featuring companies such as Zappos, Ben & Jerry’s, and Southwest Airlines. Additionally, Connect has role-playing application-based activities to help students demonstrate understanding of the key elements that will make customer interactions more successful and revised Language Toolkits geared toward helping students develop an understanding of key terms.
Customer Service Skills for Success

Customer Service Skills for Success

8th Edition
By Robert Lucas
ISBN10: 1260381900
ISBN13: 9781260381900
Copyright: 2023
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ISBN10: 1260381900 | ISBN13: 9781260381900

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ISBN10: 1265017662 | ISBN13: 9781265017668

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ISBN10: 1265013772 | ISBN13: 9781265013776

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ISBN10: 1265459347 | ISBN13: 9781265459345

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The estimated amount of time this product will be on the market is based on a number of factors, including faculty input to instructional design and the prior revision cycle and updates to academic research-which typically results in a revision cycle ranging from every two to four years for this product. Pricing subject to change at any time.

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 

PART FOUR: RETAINING CUSTOMERS 
Chapter 10: Encouraging Customer Loyalty

BONUS CHAPTERS
Bonus Chapters can be found in SmartBook or in the Instructor 
Resources within Connect:
Chapter 11: Managing Your Time
Chapter 12: Managing Your Stress
Chapter 13: Customer Service through Written Means


About the Author

Robert Lucas

Robert W. Lucas earned a B.S. in law enforcement from the University of Maryland in College Park; an M.A. with a focus in human resources development from George Mason University in Fairfax, Virginia; and a second M.A. in management and leadership from Webster University in Orlando, Florida. He is an internationally known award-winning author and learning and performance expert who specializes in workplace performance-based training and consulting services. Professor Lucas has more than four decades of experience in human resources development, management, and customer service. He has written and contributed to 36 books, training video leaders’ guides, and compilations. He also has taught training and development, diversity, and interpersonal and organizational communication at the master’s level for almost two decades at Webster University.