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Customer Service Skills for Success, 7th Edition

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7th Edition

126009250X · 9781260092509


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.  


Part One The Profession1 The World of Customer Service
 2 Contributing to the Service Culture 
Part Two Skills for Success
3 Verbal Communication Skills
4 Nonverbal Communication Skills
5 Listening to the Customer 
Part Three Building and Maintaining Relationships
6 Customer Service and Behavior
7 Service Breakdowns and Recovery
8 Customer Service in a Diverse World
9 Customer Service via Technology
Part Four Retaining Customers
10 Encouraging Customer Loyalty
Glossary
Notes
Bibliography
Index

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