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About the Author

Robert Lucas

Bob Lucas is an internationally-known award-winning author and learning and performance expert who specializes in workplace performance-based training and consulting services. He has over four decades of experience in human resources development, management and customer service in a variety of organizational environments and was the 1995 and 2011 President of the Central Florida Chapter of the Association for Talent Development (CFC-ATD). Bob has lived, traveled and worked in twenty-nine different countries and geographic areas. His life experiences give him a real-world perspective on the application of theory he has studied and used. 


In addition to having the top-selling customer service textbook in the United States, Bob has written and contributed to thirty-six other books, training video leader’s guides and book compilations. He has shared his knowledge on a variety of workplace learning topics with workplace professionals from hundreds of national and international organizations. Some topic areas include customer service, creative training and management program development, train-the-trainer, presentation skills, interpersonal communication, adult learning, diversity, team building, and employee and organizational development. He also taught training and development, diversity and interpersonal/organizational communication at the Master’s level for almost two decades while at Webster University.


For more information about Bob and his customer service resources, visit and his customer service blog at


Listed in the Who's Who in the World, Who's Who in America and Who's Who in the South & Southeast,

Bob is also an avid writer. His publications include:


-Customer Service Skills for Success

-How to be a Great Call Center Representative

-Please Every Customer: Delivering Stellar

 Customer Service across Cultures

-Customer Service Skills & Concepts for Success

-Customer Service: Building Successful Skills for the

  21st Century

-Energize Your Training: Creative Techniques to

 Engage Learners

-Training Workshop Essentials: Designing,

 Developing and Delivering Learning Events That Get Results

-Creative Learning: Activities and Games That

 REALLY Engage People

-The Creative Training Idea Book: Inspired Tips &

 Techniques for Engaging and Effective Learning

-The BIG Book of Flip Charts

-People Strategies for Trainers: 176 Tips & Techniques for Dealing with Difficult Classroom


-Job Strategies for New Employees

-Communicating One-to-One: Making the Most of

 Interpersonal Relationships

-Coaching Skills: A Guide for Supervisors

-Effective Interpersonal Relationships

-Training Skills for Supervisors

-Make Money Writing Books

-231 Ways to Say I Love You…and Mean It


Additionally, Bob has been a contributing author for the Annual: Developing Human Resources series by Pfeiffer & Company since 1992 and several compilation works by various publishers.


Bob has earned a Bachelor of Science degree in Law Enforcement from the University of Maryland, a M.A degree with a focus in Human Resources Development from George Mason University in Fairfax, Virginia, and a second M.A. degree in Management and Leadership from Webster University in Orlando, Florida.


Contact Information:

Bob Lucas



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