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Customer Service Skills for Success https://www.mheducation.com/cover-images/Jpeg_400-high/1259954072.jpeg 7 2019 9781259954078 Recipient of the 2017 Textbook and Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas, now in its seventh edition, is the top-selling customer service textbook in the United States. Lucas addresses real-world customer service issues and provides a variety of updated resources, activities, examples, and tips from 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; it then focuses on specific skills and related topics. Each of the three parts focuses on a different aspect of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Readers will encounter interviews with real-world service providers, case study scenarios, and activities to teach them to apply these concepts to real-world situations. New to This Edition • New Customer Service interviews are included. • Updated research and statistics are incorporated throughout the text. • New Words to Live By quotes appear at the end of each chapter's Quick Preview section. • Chapters feature updated Trending Now sections. • Chapter openings spotlight In the Real World case studies. • Search It Out activity resources have been added.
09781259954078
Customer Service Skills for Success

Customer Service Skills for Success, 7th Edition

ISBN10: 1259954072 | ISBN13: 9781259954078
By Robert Lucas

Purchase Options:

* 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.

Purchase Options:

* 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.

Additional Product Information:

Recipient of the 2017 Textbook and Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas, now in its seventh edition, is the top-selling customer service textbook in the United States. Lucas addresses real-world customer service issues and provides a variety of updated resources, activities, examples, and tips from 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; it then focuses on specific skills and related topics. Each of the three parts focuses on a different aspect of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Readers will encounter interviews with real-world service providers, case study scenarios, and activities to teach them to apply these concepts to real-world situations. New to This Edition • New Customer Service interviews are included. • Updated research and statistics are incorporated throughout the text. • New Words to Live By quotes appear at the end of each chapter's Quick Preview section. • Chapters feature updated Trending Now sections. • Chapter openings spotlight In the Real World case studies. • Search It Out activity resources have been added.

Part One: The ProfessionChapter 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



Connect

By prompting students to engage with key concepts, while continually adapting to their individual needs, Connect activates learning and empowers students to take control resulting in better grades and increased retention rates. Proven online content integrates seamlessly with our adaptive technology, and helps build student confidence outside of the classroom.

SmartBook® 2.0

Available within Connect, SmartBook 2.0 is an adaptive learning solution that provides personalized learning to individual student needs, continually adapting to pinpoint knowledge gaps and focus learning on concepts requiring additional study. SmartBook 2.0 fosters more productive learning, taking the guesswork out of what to study, and helps students better prepare for class. With the ReadAnywhere mobile app, students can now read and complete SmartBook 2.0 assignments both online and off-line. For instructors, SmartBook 2.0 provides more granular control over assignments with content selection now available at the concept level. SmartBook 2.0 also includes advanced reporting features that enable instructors to track student progress with actionable insights that guide teaching strategies and advanced instruction, for a more dynamic class experience.

Included Instructor Resources:

Your text has great instructor tools, like presentation slides, instructor manuals, test banks and more. Follow the steps below to access your instructor resources or watch the step-by-step video.

Steps to access instructor resources:

  1. To get started, visit connect.mheducation.com to sign in. (If you do not have an account, request one from your McGraw Hill rep. To find your rep, visit Find Your Rep)
  2. Then, under "Find a Title," search by title, author, or subject
  3. Select your desired title, and create a course. (You do not have to create assignments, just a course instance)
  4. Go to your Connect course homepage
  5. In the top navigation, select library to access the title's instructor resources

Video tutorial:

About the Author

Robert Lucas

ROBERT (BOB) W. LUCAS is an internationally known, award-winning author and learning and performance expert who specializes in workplace performance- based training and consulting services. He is the principal of Robert W. Lucas Enterprises and owner of Success Skills Press. For over four decades, Bob has shared his knowledge and expertise as a coach and consultant. He has facilitated training sessions for thousands of workplace professionals in a variety of industries from national and international organizations. He also taught for over 15 years as an adjunct professor in the Human Resource Development Master of Arts program at Webster University and regularly presents educational sessions to various local and national groups. In addition, Bob has led or served on the boards of the Central Florida Chapter of the Association for Talent Development, the Florida Safety Council, Leadership Seminole, and the Florida Authors and Publishers Association. In recent years, Bob has dedicated much of his time to self-publishing books on a variety of skills topics and writing four blogs (Customer Service Skills, Creative Training, Nonfiction Writing, and Cruising). His areas of expertise include customer service, creative training and management program development, presentation skills, interpersonal communication, adult learning, and diversity. He has been listed in Who’s Who in the World, Who’s Who in America, and Who’s Who in the South & Southeast and is an avid writer. In addition to this book, he has written and contributed to 39 books and compilations and has published over 1,000 articles. Some of his other titles are Please Every Customer: Delivering Stellar Customer Service Across Cultures and How to Be a Great Call Center Representative. Bob earned a Bachelor of Science degree in law enforcement from the University of Maryland; an 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.

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