Customer Service: Skills & Concepts for Success: Skills and Concepts for Success

Business & Money

ROBERT W. LUCAS

Processes & Infrastructure

McGraw-Hill/Higher Education

Customer Service Skills for Success

MC GRAW HILL INDIA

Instructor's Annotated Edition Customer Service Skills & Concepts for Success 2nd Edition

Politics & Social Sciences

Sociology

Schools

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

AMACOM

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.

Connect 1-Semester Access Card for Customer Service

McGraw–Hill Education

Customer Service: Skills for success

McGraw=Hill

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Books by ROBERT W. LUCAS