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Customer Service Skills for Success | Edition: 6

Author:
Robert Lucas
ISBN:
9780073545462
Publication Date:
02/07/2014
Publisher:
McGraw-Hill Higher Education
Estimated Student Price  (Savings based on Print, New)
  • Print, new: $101.50
  • Print, used: $76.15  (25% Savings)
  • Print, new rental: $91.35   (10% Savings)
  • Print, used rental: $42.65   (58% Savings)
  • eBook, buy: $62.80   (38% Savings)
  • eBook, rent (for 130 days): $49.10   (52% Savings)
Rating:
SEE NEWEST EDITION OF THIS BOOK

Overview

Recipient of the 2017 Textbook & Academic Authors Association's Textbook Excellence Award, 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.

Author(s)

Robert W. Lucas earned a B.S. in law enforcement from the University of Maryland in College Park; an M.A. with a focus in human resources development from George Mason University in Fairfax, Virginia; and a second M.A. in management and leadership from Webster University in Orlando, Florida. He is an internationally known award-winning author and learning and performance expert who specializes in workplace performance-based training and consulting services. Professor Lucas has more than four decades of experience in human resources development, management, and customer service. He has written and contributed to 36 books, training video leaders’ guides, and compilations. He also has taught training and development, diversity, and interpersonal and organizational communication at the master’s level for almost two decades at Webster University.
This book was adopted by:
Austin Community College
Austin Community College 523
Baker College of Owosso
Blue Ridge Community & Technical College
Broward College Central
Broward College North
CCBC Online
Clinton Community College
Community College of Baltimore County - Catonsville Campus
Community College of Baltimore County - Essex Campus
Community College of Beaver County
Dallas Baptist University
Eastern Florida State College - Cocoa Campus
Eastern Florida State College - Melbourne Campus
Eastern Florida State College - Palm Bay Campus
EFSC Titusville and eLearning
Forsyth Technical Community College Strickland Center
Forsyth Technical Community College Technology Building
Golden West College
Grossmont College
Horry-Georgetown Technical College
Horry-Georgetown Technical College Georgetown
Horry-Georgetown Technical College Grand Strand
Kent State University at Trumbull
Kent State University- Kent Campus & Geauga/Twinsburg
Lake Michigan College
Lake Michigan College - Bertrand Crossing Campus
Lake Michigan College - South Haven
Lamar State College - Orange
Lone Star College - Montgomery
Long Beach City College - PCC
Midlands Technical College- Airport Campus
Midlands Technical College- Beltline Campus
Mount Wachusett Community College
Muscatine Community College
Muskegon Community College
Nassau Community College
Northwest Florida State College - Niceville
Pace University - New York City
Pierce College Bookstore - Fort Steilacoom Campus
Pierce College Bookstore - Puyallup Campus
Quincy College
Quincy College- Plymouth Campus
Rock Valley College
Rowan-Cabarrus Community College - North
Rowan-Cabarrus Community College - South
Scott Community College
Scott Community College - Urban Campus
Seattle Central College
Sierra College - Nevada County
Sierra College - Rocklin
South Seattle College
Spokane Community College
SUNY Corning Community College
SUNY Herkimer County Community College
TCC – CLM Form
TCC – Connect
TCC – Northeast
TCC – Trinity River
The College of Central Florida
The University of Montana
University of Northwestern Ohio
Wake Tech Community College Southern Campus
Wenatchee Valley College
York Technical College

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Table of Contents

PART ONE: The Profession


Chapter 1: The Customer Service Profession


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 Skills



PART THREE: Building and Maintaining Relationships


Chapter 6: Customer Service and Behavior


Chapter 7: Service Breakdowns and Service Recovery


Chapter 8: Customer Service in a Diverse World


Chapter 9: Customer Service via Technology


Chapter 10: Encouraging Customer Loyalty