Customer Service Skills for Success https://www.mheducation.com/cover-images/Jpeg_400-high/0073545465.jpeg 6 9780073545462 Recipient of the 2017 Textbook & Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas is the top-selling customer service textbook in the United States. Customer Service Skills for Success 6e addresses real-world customer service issues and provides a variety of updated resources, activities, examples and tips from the author and active professionals in the industry to gain and hold readers' interest while providing insights into the concepts and skills related to customer service. The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics. The sixth edition of Customer Service Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers, case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented.
Customer Service Skills for Success

Customer Service Skills for Success

6th Edition
By Robert Lucas
ISBN10: 0073545465
ISBN13: 9780073545462
Copyright: 2015
09780073545462

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ISBN10: 0073545465 | ISBN13: 9780073545462

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ISBN10: 1259218414 | ISBN13: 9781259218415

6 Month

$125.00

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 Customer Service Profession

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 Skills

PART THREE: Building and Maintaining Relationships

Chapter 6: Customer Service and Behavior

Chapter 7: Service Breakdowns and Service Recovery

Chapter 8: Customer Service in a Diverse World

Chapter 9: Customer Service via Technology

Chapter 10: Encouraging Customer Loyalty

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.

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