Customer Service Skills for Success

6th Edition

Customer Service Skills for Success

Robert Lucas
eISBN-13: 9781259218361

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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.

Sold By McGraw-Hill Higher Education
ISBNs 9781259662331, 9780073545462, 0073545465, 9781259218361, 1259218368
Language English
Number of Pages 463
Edition 6th