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

Customer Service Skills for Success – Ebook PDF Instant Delivery – ISBN(s): 9781265037536,1265037531

Product details:

• ISBN-10 ‏ : ‎ 1265037531
• ISBN-13 ‏ : ‎ 978-1265037536
• 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 & 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 of contents:

PART ONE: THE PROFESSION 
Chapter 1: The World of Customer Service
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 to the Customer

PART THREE: BUILDING AND MAINTAINING RELATIONSHIPS
Chapter 6: Customer Service and Behavior
Chapter 7: Service Breakdowns and Recovery
Chapter 8: Customer Service in a Diverse World
Chapter 9: Customer Service via Technology

PART FOUR: RETAINING CUSTOMERS
Chapter 10: Encouraging Customer Loyalty

BONUS CHAPTERS
Bonus Chapters can be found in the eBook or in the Instructor Resources within Connect:
Chapter 11 (Online Only): Managing Your Time
Chapter 12 (Online Only): Managing Your Stress
Chapter 13 (Online Only): Customer Service through Written Means

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