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Customer Service Skills for Success (Connect, Learn, Succeed), by Robert Lucas
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Not the Same Old Customer Service Textbook
Customer Service: Skills for Success uses a variety of activities and example to gain and hold readers’ interest while providing additional 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 fifth 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 and 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. For users of previous editions, you will note a streamlined approach where we have combined material from several previous chapters. If you need the chapters on Time and Stress Management, they can be found on our Web site, www.mhhe.com/customerservice, along with many new activities, case studies, and other support material.
- Sales Rank: #93005 in Books
- Published on: 2011-01-20
- Original language: English
- Number of items: 1
- Dimensions: 10.00" h x .70" w x 8.10" l, 1.58 pounds
- Binding: Paperback
- 416 pages
About the Author
McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide
Most helpful customer reviews
3 of 3 people found the following review helpful.
Interesting & Through
By Jaddis
I felt this was a very through introduction to customer service. I really enjoyed the writing style; it was much easier to read than most other textbooks. The style was very personal, and I felt I could actually do something with the information I learned. The goal of the book is to help you BE a customer service agent and was written to practically apply what you'd learned. I also liked the stories at the end of each chapter that talked about real businesses and how they applied the topics within the chapter.
2 of 2 people found the following review helpful.
Good read
By chicalatinaenSC
Excelent read to gain knowledge.
Was shippec promptly too.
I would recommend this to anyone that is going to be dealing with the public in sales.
2 of 2 people found the following review helpful.
great book
By Lauren
The chapter were very easy to read and understand. This book also had great chapter review that help with studying for test.
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