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Customer Service Skills for Success by Lucas, Robert

by Lucas, Robert | PB | Acceptable
ThriftBooks
  • (3580965)
US $5.27
Condition:
Acceptable
“Former library book; Readable copy. Pages may have considerable notes/highlighting. ~ ”... Read moreabout condition
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Item specifics

Condition
Acceptable
A book with obvious wear. May have some damage to the cover but integrity still intact. The binding may be slightly damaged but integrity is still intact. Possible writing in margins, possible underlining and highlighting of text, but no missing pages or anything that would compromise the legibility or understanding of the text. See the seller’s listing for full details and description of any imperfections. See all condition definitionsopens in a new window or tab
Seller Notes
“Former library book; Readable copy. Pages may have considerable notes/highlighting. ~ ...
Binding
Paperback
Weight
2 lbs
Product Group
Book
IsTextBook
No
ISBN
9780073545462
Publication Year
2014
Type
Textbook
Format
Trade Paperback
Language
English
Publication Name
Customer Service Skills for Success
Item Height
0.7in
Author
Robert W. Lucas
Item Length
10.7in
Publisher
Mcgraw-Hill Education
Item Width
8.6in
Item Weight
32.1 Oz
Number of Pages
464 Pages

About this product

Product Information

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.

Product Identifiers

Publisher
Mcgraw-Hill Education
ISBN-10
0073545465
ISBN-13
9780073545462
eBay Product ID (ePID)
180367784

Product Key Features

Author
Robert W. Lucas
Publication Name
Customer Service Skills for Success
Format
Trade Paperback
Language
English
Publication Year
2014
Type
Textbook
Number of Pages
464 Pages

Dimensions

Item Length
10.7in
Item Height
0.7in
Item Width
8.6in
Item Weight
32.1 Oz

Additional Product Features

Lc Classification Number
Hf5415.5.L83 2015
Grade from
College Freshman
Grade to
College Freshman
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, Customer Relations
Lccn
2013-046975
Dewey Decimal
658.8/12
Dewey Edition
23
Illustrated
Yes
Genre
Business & Economics

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