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Customer Service: Skills for Success

Customer Service: Skills for Success - 7th edition

Customer Service: Skills for Success - 7th edition

ISBN13: 9781259954078

ISBN10: 1259954072

Customer Service: Skills for Success by Robert W. Lucas - ISBN 9781259954078
Edition: 7TH 19
Copyright: 2019
Publisher: Mcgraw-Hill Rental
Published:
International: No
Customer Service: Skills for Success by Robert W. Lucas - ISBN 9781259954078

ISBN13: 9781259954078

ISBN10: 1259954072

Edition: 7TH 19
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Summary

Recipient of the 217 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.
The 7th edition 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 7th edition of Customer Service Skills for Success contains 10 chapters divided into four parts, plus the Appendix, Glossary, and Bibliography.  These parts focus on different aspects of customer service: The Profession, Skills for Success, Building and Maintaining Relationships and Retaining Customers.  Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers, case study scenarios, and activities to help apply concepts learned to real-world situations.  This allows the student to think critically on the issues presented.