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Customer Service - 5th edition

by Robert W. Lucas

Customer Service (ISBN10: 0073397113; ISBN13: 9780073397115)
ISBN13: 978-0073397115
ISBN10: 0073397113

Summary: Not the Same Old Customer Service Textbook Customer Service: Skills for Successuses a variety of activities and example to gain and hold readers' interest while providing additional 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 fifth edition ofCustomer Service: Skills for ...show moreSuccesscontains 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 and 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. For users of previous editions, you will note a streamlined approach where we have combined material from several previous chapters. If you need the chapters on Time and Stress Management, they can be found on our Web site, www.mhhe.com/customerservice, along with many new activities, case studies, and other support material. ...show less

Edition/Copyright: 5TH 12
Cover: Paperback
Publisher: Richard D. Irwin, Inc.
Published: 01/14/2011
International: No

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All pages are intact, and the spine and cover are also intact. May have some usage wear, missing or damaged dust jacket, stickers, cover creases, bumped corners, bent pages, remainder mark, previous o ...show morewner label or name, inscription, notes, underlining and/or highlighting. Text only; no CDs, InfoTrac, Access Codes, Activation Keys, or other inclusions, unless otherwise noted. ...show less
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