Synopsis
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
ROBERT (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 Whos Who in the World, Whos Who in America, and Whos 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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