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Program Details

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 http://www.robertwlucas.com and his customer service blog at http://www.customerserviceskillsbook.com

 

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

 Situations

-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

(407)695-5535

blucas@robertwlucas.com

http://www.robertwlucas.com

Blog: http://www.customerserviceskillsbook.com

Like Bob on Facebook: http://www.facebook.com/robertwlucasauthor