Customer Service, Third Edition by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.

Customer Service: Building Successful Skills for the Twenty-First Century

Business & Money

LUCAS, Robert W.

Processes & Infrastructure

Career Education

Customer Service, 4/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.

Customer Service Skills for Success

Marketing & Sales

McGraw=Hill

This revision of Customer Service: Skills &amp; Concepts for Success features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress.

Customer Service: Skills and Concepts for Success, Student Edition

Economics

McGraw/Hill/Irwin

Winner: Gold Axiom Business Book Award in Human Resources, 2010 
This unique training resource offers trainers, educators, and facilitators a hands-on guide for designing and implementing training workshops and sessions that incorporate concepts learned from research on how the human brain best obtains, retains, and recalls information. By using this proven approach, trainers can create memorable workshops that are dynamic, fun, and effective events. The author shows how to design, develop, and deliver training from a whole-brain perspective that addresses the three different learning modalities (auditory, visual, and kinesthetic). Trainers can tap into accelerated learning strategies, address needs of different generational and diverse learners, and employ learner-tested techniques by applying key concepts from this book. This important book covers all the basics including selecting a topic specifically to address audience needs. It provides a step-by-step process for creating an outline, designing, developing, and using brain-friendly support materials, choosing the appropriate location (with the right equipment and furnishings), choosing the best time and date, and offers tips for presenting the content to learners in a creative and professional manner. Training Workshop Essentials offers brain-based strategies and techniques that go beyond typical training methods. These approaches will reach out and pull learners into the session's content and allow them to truly experience and retain the information long after the training ends.

Training Workshop Essentials: Designing, Developing, and Delivering Learning Events that Get Results

John Wiley&Sons

Creative Learning is written by master trainer Bob Lucas, and offers a treasure trove of innovative and highly effective activities to simulate learning. The activities are tailor-made for trainers, presenters, and educators, and can be put to use in virtually any type of learning environment. Each activity offers a different approach to learning, but all are designed using a brain-based-learning approach that is proven to mentally or physically engage learners and enhance their learning experience.

Creative Learning: Activities and Games That Really Engage People

Management & Leadership

Pfeiffer

"All learners are not created equal, so it's important for trainers and educators to create the proper environment in which all participants can maximize their potential. People Strategies for Trainers provides readers with dozens of tips and strategies for dealing with societal issues related to learners, showing them how to create training materials, and set up the learning environment. In addition to older and younger learners, people with disabilities, and those who speak English as a second language, readers will learn how to communicate in challenging situations, and with different types of learners including: * talkers * poor listeners * distracted, shy and inconsiderate participants * show-offs * class clowns * and more. A practical book that helps trainers put theory to work, People Strategies for Trainers contains a wealth of tools and resources that will help trainers address diverse styles and needs, even in unexpected and difficult circumstances."

People Strategies for Trainers: 176 Tips and Techniques for Dealing with Difficult Classroom Situations

Amacom Books

Trainers have to be creative if they want their participants to feel excited, challenged, and involved. The Creative Training Idea Book is packed with instructions for using activities, games, puzzles, toys, and props to increase energy and active participation in the classroom, and reveals how to think creatively about training in any situation. Based on the author’s nearly three decades of training experience, this invaluable resource gives trainers the tools to adopt a fun, energetic approach that will make for a stimulating learning environment. Readers will learn new methods for: * setting the right tone * uncovering participant needs * grouping participants and selecting leaders * avoiding and reclaiming turned-off learners * encouraging and rewarding participation * and much more! Filled with checklists, forms, resources, and dozens of ""Bright Idea"" blurbs, The Creative Training Idea Book will help trainers and their learners achieve maximum learning results.

The Creative Training Idea Book: Inspired Tips and Techniques for Engaging and Effective Learning

AMACOM

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.

About the Author\nROBERT (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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Loose Leaf for Customer Service: Skills for Success

See the best price to sell, buy, or rent books by LUCAS, Robert W.. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by LUCAS, Robert W.

See the best price to sell, buy, or rent books by LUCAS, Robert W.. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Customer Service: Building Successful Skills for the Twenty-First Century

Customer Service Skills for Success

Customer Service: Skills and Concepts for Success, Student Edition

Training Workshop Essentials: Designing, Developing, and Delivering Learning Events that Get Results

Creative Learning: Activities and Games That Really Engage People

People Strategies for Trainers: 176 Tips and Techniques for Dealing with Difficult Classroom Situations

The Creative Training Idea Book: Inspired Tips and Techniques for Engaging and Effective Learning

Customer Service Skills for Success

Connect Access Card for Customer Service

Loose Leaf for Customer Service: Skills for Success