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Customer Service Skills for Success
Customer Service Skills for Success

Customer Service Skills for Success, 8th Edition

ISBN10: 1260381900 | ISBN13: 9781260381900
By Robert Lucas
© 2023

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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.

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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.

Chapter 1: The World of Customer Service 
Chapter 2: Contributing to the Service Culture 

Chapter 3: Verbal Communication Skills
Chapter 4: Nonverbal Communication Skills 
Chapter 5: Listening to the Customer

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 

Chapter 10: Encouraging Customer Loyalty

Bonus Chapters can be found in the eBook or in the Instructor Resources within Connect:
Chapter 11 (Online Only): Managing Your Time
Chapter 12 (Online Only): Managing Your Stress
Chapter 13 (Online Only): Customer Service through Written Means

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  • eBook Access (ReadAnywhere App)
  • Remote Proctoring (Proctorio)
  • Subject-Specific Tools

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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