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Customer Service Skills for Success / Edition 5

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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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Product Details

  • ISBN-13: 9780073397115
  • Publisher: McGraw-Hill Higher Education
  • Publication date: 1/14/2011
  • Edition description: Older Edition
  • Edition number: 5
  • Pages: 416
  • Sales rank: 203,478
  • Product dimensions: 7.90 (w) x 9.90 (h) x 0.80 (d)

Meet the Author

Bob Lucas holds dual roles as President of Creative Presentation Resources —- a creative training and products company, and as a founding Managing Partner for Global Performance Strategies, LLC —- an organization specializing in performance-based training, consulting services, and life planning seminars.

With extensive experience in human resources development, management and customer service, over the past three decades in a variety of organizational environments, Bob has gained valuable insights that he shares with client organizations. This background gives him a real-world perspective on the application of theory he has studied and used for several decades. He is also certified to teach a variety of training programs from various national and international training organizations.

Bob uses an interactive, experiential approach to assist organizations and individuals in developing innovative and practical strategies for improved workplace performance. Some of his areas of expertise include presentation skills, creative training and management program development, train-the-trainer, interpersonal communication, adult learning, diversity, customer service, team building, and employee and organizational development.

In addition to training and consulting, Bob is actively involved professionally and has served on a member of numerous boards of directors. He was formerly the President of the Central Florida Chapter of the American Society for Training and Development and the Chairman for Leadership Seminole in Florida.

In addition to giving regular presentations to various local and national groups and organizations, such as ASTD International, Bob is a sought after expert. He is a regular interviewee on several radio stations, writes a monthly e-newsletter on workplace issues (subscribe at, and regularly writes articles for professional publications. Bob also serves as an adjunct faculty member for Webster University where he teaches Human Resource Development, Diversity, Organizational Communication, and Training & Development.

Listed in the Who's Who in the World, Who's Who in America and Who's Who in the South & Southeast for a number of years, Bob is also an avid writer. He has written and contributed to twenty-eight books, including: Customer Service Skills for Success; Creative Learning: Activities and Games That REALLY Engage People; People Strategies for Trainers: 176 Tips & Techniques for Dealing with Difficult Classroom Situations; The Creative Training Idea Book: Inspired Tips & Techniques for Engaging and Effective Learning; The BIG Book of Flip Charts; How to be a Great Call Center Representative; Customer Service Skills & Concepts for Success 2nd ed; Customer Service: Building Successful Skills for the 21st Century, 3rd ed; 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; and Customer Service: Skills and Concepts for Business. Additionally, he has been a contributing author for the Annual: Developing Human Resources series by Pfeiffer & Company since 1992 and several other compilation works by other publishers.

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Table of Contents

PART ONE: The ProfessionChapter 1: The Customer Service ProfessionChapter 2: Contributing to the Service CulturePART TWO: Skills for SuccessChapter 3: Verbal Communication SkillsChapter 4: Nonverbal Communication SkillsChapter 5: Listening SkillsPART THREE: Building and Maintaining RelationshipsChapter 6: Customer Service and BehaviorChapter 7: Service Breakdowns and Service RecoveryChapter 8: Customer Service in a Diverse WorldChapter 9: Customer Service via TechnologyChapter 10: Encouraging Customer Loyalty

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