Customer Service Skills for Success by Robert W. Lucas is the top-selling customer service textbook in the United States.
Customer Service Skills for Success 6e 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 sixth edition of Customer Service Skills for Success contains 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, 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.
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Bob Lucas is an internationally-known award-winning author and learning and performance expert who specializes in workplace performance-based training and consulting services. He has over four decades of experience in human resources development, management and customer service in a variety of organizational environments and was the 1995 and 2011 President of the Central Florida Chapter of the Association for Talent Development (CFC-ATD). Bob has lived, traveled and worked in twenty-nine different countries and geographic areas. His life experiences give him a real-world perspective on the application of theory he has studied and used. In addition to having the top-selling customer service textbook in the United States, Bob has written and contributed to thirty-six other books, training video leader’s guides and book compilations. He has shared his knowledge on a variety of workplace learning topics with workplace professionals from hundreds of national and international organizations. Some topic areas include customer service, creative training and management program development, train-the-trainer, presentation skills, interpersonal communication, adult learning, diversity, team building, and employee and organizational development. He also taught training and development, diversity and interpersonal/organizational communication at the Master’s level for almost two decades while at Webster University. For more information about Bob and his customer service resources, visit http://www.robertwlucas.com and his customer service blog at http://www.customerserviceskillsbook.com Listed in the Who's Who in the World, Who's Who in America and Who's Who in the South & Southeast, Bob is also an avid writer. His publications include: -Customer Service Skills for Success -How to be a Great Call Center Representative -Please Every Customer: Delivering Stellar Customer Service across Cultures -Customer Service Skills & Concepts for Success -Customer Service: Building Successful Skills for the 21st Century -Energize Your Training: Creative Techniques to Engage Learners -Training Workshop Essentials: Designing, Developing and Delivering Learning Events That Get Results -Creative Learning: Activities and Games That REALLY Engage People -The Creative Training Idea Book: Inspired Tips & Techniques for Engaging and Effective Learning -The BIG Book of Flip Charts -People Strategies for Trainers: 176 Tips & Techniques for Dealing with Difficult Classroom Situations -Job Strategies for New Employees -Communicating One-to-One: Making the Most of Interpersonal Relationships -Coaching Skills: A Guide for Supervisors -Effective Interpersonal Relationships -Training Skills for Supervisors -Make Money Writing Books -231 Ways to Say I Love You…and Mean It Additionally, Bob has been a contributing author for the Annual: Developing Human Resources series by Pfeiffer & Company since 1992 and several compilation works by various publishers. Bob has earned a Bachelor of Science degree in Law Enforcement from the University of Maryland, a M.A degree with a focus in Human Resources Development from George Mason University in Fairfax, Virginia, and a second M.A. degree in Management and Leadership from Webster University in Orlando, Florida. Contact Information : Bob Lucas (407)695-5535 email@example.com http://www.robertwlucas.com Blog: http://www.customerserviceskillsbook.com Like Bob on Facebook: http://www.facebook.com/robertwlucasauthorContenuti:
PART ONE: The Profession
Chapter 1: The Customer Service Profession
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 Skills
PART THREE: Building and Maintaining Relationships
Chapter 6: Customer Service and Behavior
Chapter 7: Service Breakdowns and Service Recovery
Chapter 8: Customer Service in a Diverse World
Chapter 9: Customer Service via Technology
Chapter 10: Encouraging Customer Loyalty
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Descrizione libro McGraw-Hill/Irwin, 2014. Softcover. Condizione libro: New. 6. Brand New Softcover International Edition High Quality Color printing(if US edition in color). Ships within 36 hrs from multiple locations including USA, Europe,and Asia. Takes 3-5 business days to your door. Tracking number provided. Great Customer Service.****We ship worldwide****PO Box please provide phone number****No APO/FPO address please****The international edition has different ISBN and Cover design.****PLEASE DROP AN EMAIL,IF YOU HAVE A QUESTION. Codice libro della libreria ibs-3847
Descrizione libro Condizione libro: Brand New. Brand New, 6 edition, , , Softcover US Edition, High-Quality paper, Printed in English. Ships from multiple locations to WORLDWIDE customer. We CANNOT ship to APO/FPO/PO BOX address.3-5 BUSINESS DAYS EXPRESS SHIPPING VIA UPS / FEDEX/ DHL FOR USA, CANADA, EUROPE,ASIA AND AUSTRALIA CUSTOMER. Codice libro della libreria 106894
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Descrizione libro Condizione libro: Brand New. Brand New, 6 edition, , , Softcover US Edition, GET IT FAST within 2-5 business days by UPS/DHLworldwide express with Tracking Number. Book is printed in English. NO PO Box, APO, FPO address. We may ship the books from Asian regions for inventory purpose. Codice libro della libreria 6894
Descrizione libro Condizione libro: Brand New. This is INTERNATIONAL EDITION, Brand New, 6 edition, , color Printing, Softcover International Edition., High-Quality paper, Printed in English. Ships from multiple locations to WORLDWIDE customer. We CANNOT ship to APO/FPO/PO BOX address.3-5 BUSINESS DAYS EXPRESS SHIPPING VIA UPS / FEDEX/ DHL FOR USA, CANADA, EUROPE,ASIA AND AUSTRALIA CUSTOMER. The international edition will has different ISBN and Cover design from US edition. Occasionally, international textbooks may come with different exercises at the end of chapters. Restricted sales disclaimer wordings //Not for Sales in USA and Canada// are printed on the cover of the book. It is legally to use the international edition in North America. Codice libro della libreria 105824
Descrizione libro Condizione libro: Brand New. Brand New, 6 edition, , color Printing, Softcover International Edition., GET IT FAST within 2-5 business days by UPS/DHL worldwide express with Tracking Number. Book is printed in English. NO PO Box, APO, FPO address. This is international edition. The international edition will has different ISBN and Cover design from US edition. Occasionally, international textbooks may come with different exercises at the end of chapters. Restricted sales disclaimer wordings //Not for Sales in USA and Canada// are printed on the cover of the book. It is legally to use the international edition in North America. We may ship the books from Asian regions for inventory purpose. Codice libro della libreria 5824
Descrizione libro Softcover/Paperback. Condizione libro: NEW. BRAND NEW *** INTERNATIONAL EDITION ****Main chapter has the same content as US ed Except for ISBN & Cover different from the website. Some International Edition have different questions, cases & exercises at end chapters. Book only DO NOT include supplementary materials. Book ship via EXPRESS SERVICE , normally takes 3-5 business days. CANNOT SHIP to PR, P.O. Box, APO, FPO addresses. It is absolutely legal to use IE book in the USA. Please contact us before you purchase if you have any question about international edition textbooks. Codice libro della libreria I9780073545462
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Descrizione libro McGraw-Hill Education, 2014. Softcover. Condizione libro: New. ***International Edition***Soft cover/Paperback*** Textbook printed in English. ***Brand New***. Most international edition has different ISBN and Cover design. Some book may show sales disclaimer such as "Not for Sale or Restricted in US" on the cover page but it is absolutely legal to use. All textbook arrives within 5-7business days. Please provides valid phone number with your order for easy delivery. Codice libro della libreria d9780073545462
Descrizione libro McGraw-Hill/Irwin, U.S.A., 2014. Soft cover. Condizione libro: New. 5th or later Edition. Brand New US Edition Book, Fast ship & expect receive within 3-5 working days with tracking number attached. Codice libro della libreria 001099