Customer Service Skills for Success 8th Edition Robert W. Lucas

Customer Service Skills for Success 8th Edition Robert W. Lucas – Ebook Instant Download/Delivery ISBN(s): 9781265037536,1265037531, 9781265022129, 1265022127

Product details:

• ISBN 10:1265022127
• ISBN 13: 9781265022129
• Author:  Robert W. 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 service: 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.

Table contents:

1 The World of Customer Service

2 Contributing to the Service Culture

3 Verbal Communication Skills

4 Nonverbal Communication Skills

5 Listening to the Customer

6 Customer Service and Behavior

7 Service Breakdowns and Recovery

8 Customer Service in a Diverse World

9 Customer Service via Technology

10 Encouraging Customer Loyalty

11 Managing Your Time

12 Managing Your Stress

13 Customer Service through Written Means

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