Customer Service Skills for Success, 8th Edition
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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
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
Bonus Chapters can be found in the eBook or in the Instructor
Resources within Connect:
Chapter 11: Managing Your Time
Chapter 12: Managing Your Stress
Chapter 13: Customer Service through Written Means
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.
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.
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:
- 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)
- Then, under "Find a Title," search by title, author, or subject
- Select your desired title, and create a course. (You do not have to create assignments, just a course instance)
- Go to your Connect course homepage
- In the top navigation, select library to access the title's instructor resources
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