Customer Service: Skills for Success

by Robert Lucas

Lucas’ top-selling and award-winning Customer Service 8e has been revised to reflect the demands of customer service today. Chapters are divided into three parts focused on key aspects of customer 1) The Profession 2) Skills for Success and 3) Building and Maintaining Relationships and Retaining Customers. Throughout the text readers discover tips for implementing proven customer service strategies case scenarios and activities to help apply concepts to real-world situations.Customer Service 8e addresses many market changes such as the impact of the COVID-19 pandemic working in remote teams and greater focus on customers with disabilities with featuring several companies such as Amazon Target American Express and Chipotle. Students will practice putting concepts into action through our integration digital learning platform Connect. Connect provides revised case analyses that challenge students to apply what they’ve learned to real-world scenarios featuring companies such as Zappos Ben andamp; Jerry’s and Southwest Airlines. Additionally Connect has role-playing application-based activities to help students demonstrate understanding of the key elements that will make customer interactions more successful and revised Language Toolkits geared toward helping students develop an understanding of key terms.

1299 pages, Kindle Edition

Published February 22, 2022