Customer Service Skills for Success

by Robert W. Lucas

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 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. 

476 pages, Kindle Edition

First published November 1, 2000

Reviews

[Carla · Rating 4 out of 5]

Extremely good read. This was one of my books for my marketing class and I loved it. Talked about how to read body language and facial expression and how to deal with certain types of personality.

[فونا الهوسة]

very good