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Loose Leaf for Customer Service: Skills for Success by Robert W. Lucas (2018,...
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Located in: Clyde, North Carolina, United States
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eBay item number:334571203941
Item specifics
- Condition
- Features
- Loose-Leaf
- ISBN
- 9781260157536
- Publication Year
- 2018
- Type
- Textbook
- Format
- Book, Other
- Language
- English
- Publication Name
- Loose Leaf for Customer Service: Skills for Success
- Item Height
- 0.7in
- Item Length
- 10.8in
- Publisher
- Mcgraw-Hill Education
- Item Width
- 8.2in
- Item Weight
- 28.9 Oz
- Number of Pages
- 480 Pages
About this product
Product Information
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.
Product Identifiers
Publisher
Mcgraw-Hill Education
ISBN-10
1260157539
ISBN-13
9781260157536
eBay Product ID (ePID)
242582141
Product Key Features
Publication Name
Loose Leaf for Customer Service: Skills for Success
Format
Book, Other
Language
English
Publication Year
2018
Type
Textbook
Number of Pages
480 Pages
Dimensions
Item Length
10.8in
Item Height
0.7in
Item Width
8.2in
Item Weight
28.9 Oz
Additional Product Features
Grade from
College Freshman
Grade to
College Graduate Student
Edition Number
7
Table of Content
Part One: The Profession Chapter 1: The World of Customer Service 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 to the Customer Part Three: Building and Maintaining Relationships Chapter 6: Customer Service and Behavior Chapter 7: Service Breakdowns and Recovery Chapter 8: Customer Service in a Diverse World Chapter 9: Customer Service via Technology Part Four: Retaining Customers Chapter 10: Encouraging Customer Loyalty
Copyright Date
2019
Target Audience
College Audience
Topic
Marketing / General, Personal Growth / Success
Genre
Self-Help, Business & Economics
Item description from the seller
Seller assumes all responsibility for this listing.
eBay item number:334571203941
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Item location:
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- Aug 06, 2019
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Verified purchase: YesCondition: Pre-OwnedSold by: user19832015
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