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Connect 1-Semester Access Card for Customer Service by Robert W. Lucas (2014, Online Resource)

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Product Information

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. McGraw-Hill Connect(R) is a subscription-based learning service accessible online through your personal computer or tablet. Choose this option if your instructor will require Connect to be used in the course. Your subscription to Connect includes the following: - SmartBook(R) - an adaptive digital version of the course textbook that personalizes your reading experience based on how well you are learning the content.- Access to your instructor's homework assignments, quizzes, syllabus, notes, reminders, and other important files for the course.- Progress dashboards that quickly show how you are performing on your assignments and tips for improvement.- The option to purchase (for a small fee) a print version of the book. This binder-ready, loose-leaf version includes free shipping. Complete system requirements to use Connect can be found here: http: //www.mheducation.com/highered/platforms/connect/training-support-students.html

Product Identifiers

Publisher
Mcgraw-Hill Education
ISBN-10
1259218406
ISBN-13
9781259218408
eBay Product ID (ePID)
18050103311

Product Key Features

Author
Robert w. Lucas
Publication Name
Connect 1-Semester ACCESS Card for Customer Service
Format
Online Resource
Language
English
Publication Year
2014
Type
Textbook

Dimensions

Item Length
8.5in
Item Height
0in
Item Width
5.5in
Item Weight
0.2 Oz

Additional Product Features

Grade from
College Freshman
Grade to
College Graduate Student
Edition Number
6
Table of Content
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
Copyright Date
2015
Target Audience
College Audience
Topic
Marketing / General
Genre
Business & Economics

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Picture 1 of 1

Connect 1-Semester Access Card for Customer Service by Robert W. Lucas (2014, Online Resource)

About this product

Product Information

Product Identifiers

Product Key Features

Dimensions

Additional Product Features

Best Selling in Textbooks

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Designing Data-Intensive Applications : The Big Ideas Behind Reliable, Scalable, and Maintainable Systems by Martin Kleppmann (2017, Trade Paperback)

Research Design : Qualitative, Quantitative, and Mixed Methods Approaches by J. David Creswell and John W. Creswell (2022, Trade Paperback)

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