Customer Service Skills for Success / Edition 4

Paperback (Print)
Rent
Rent from BN.com
$16.93
(Save 83%)
Est. Return Date: 11/15/2014
Buy Used
Buy Used from BN.com
$76.50
(Save 25%)
Item is in good condition but packaging may have signs of shelf wear/aging or torn packaging.
Condition: Used – Good details
Used and New from Other Sellers
Used and New from Other Sellers
from $1.99
Usually ships in 1-2 business days
(Save 98%)
Other sellers (Paperback)
  • All (61) from $1.99   
  • New (2) from $50.00   
  • Used (59) from $1.99   
Close
Sort by
Page 1 of 1
Showing All
Note: Marketplace items are not eligible for any BN.com coupons and promotions
$50.00
Seller since 2014

Feedback rating:

(177)

Condition:

New — never opened or used in original packaging.

Like New — packaging may have been opened. A "Like New" item is suitable to give as a gift.

Very Good — may have minor signs of wear on packaging but item works perfectly and has no damage.

Good — item is in good condition but packaging may have signs of shelf wear/aging or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Acceptable — item is in working order but may show signs of wear such as scratches or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Used — An item that has been opened and may show signs of wear. All specific defects should be noted in the Comments section associated with each item.

Refurbished — A used item that has been renewed or updated and verified to be in proper working condition. Not necessarily completed by the original manufacturer.

New
Brand new.

Ships from: acton, MA

Usually ships in 1-2 business days

  • Standard, 48 States
  • Standard (AK, HI)
$50.00
Seller since 2014

Feedback rating:

(177)

Condition: New
Brand new.

Ships from: acton, MA

Usually ships in 1-2 business days

  • Standard, 48 States
  • Standard (AK, HI)
Page 1 of 1
Showing All
Close
Sort by

Overview

Customer Service, 4/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.

Read More Show Less

Product Details

  • ISBN-13: 9780073545448
  • Publisher: McGraw-Hill Higher Education
  • Publication date: 1/14/2008
  • Edition description: Older Edition
  • Edition number: 4
  • Pages: 320
  • Product dimensions: 8.00 (w) x 9.90 (h) x 0.50 (d)

Meet the Author

Bob Lucas is Executive Vice President of Global Performance Solutions, Inc. a company that provides performance consulting services by assessing organizational, environmental, and staff human resource needs, then recommending and/or providing appropriate strategies to address identified challenges.

Bob has extensive experience in human resources development, management and customer service over the past three decades in a variety of organizational environments. This background gives him a real-world perspective on the application of theory he has studied and used for several decades. He is certified in a variety of programs from Zenger-Miller and KASET International (now achieveglobal), Menninger Management Institute, The PACE Group, Wilson Learning, Employment Learning Innovations and is an Inscape Publishing (formerly Carlson Learning) product distributor and instructor.

Bob focuses on assisting organizations and individuals develop innovative and practical strategies for improved workplace performance. His areas of expertise include management and training program development, interpersonal communication, adult learning, customer service, and employee and organizational development.

Currently, Bob serves on the boards Leadership Seminole in the Orlando, Florida area (where he was past Chairperson) and the Central Florida Safety Council. Additionally, he was formerly the President of the Central Florida Chapter of the American Society for Training and Development and served on the board for the Suncoast Chapter. He retired from the U.S. Marine Corps Reserves.

In addition to giving regular presentations to various local and national groups and organizations, Bob serves as an adjunct faculty member for Webster University. In that position, he teaches organizational and interpersonal communication, diversity and Introduction to 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. Published works include: How to be a Great Call Center Representative; Customer Service Skills & Concepts for Success; The BIG Book of Flip Charts; Job Strategies for New Employees; Communicating One-to-One: Making the Most of Interpersonal Relationships; Coaching Skills: A Guide for Supervisors; Effective Interpersonal Skills; 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 to the HRHandbook by HRD Press.

Bob has earned a Bachelor of Science degree in Law Enforcement from the University of Maryland, and a Master of Arts degree with a focus in Human Resources Development from George Mason University in Fairfax, Virginia.

Read More Show Less

Table of Contents

Part 1: The Profession Chapter 1: The Customer Service Profession Chapter 2: Contributing to the Service Culture Part 2: Skills for SuccessChapter 3: Verbal Communication Skills Chapter 4: Nonverbal Communication Skills Chapter 5: Listening to the Customer Part 3: Building and Maintaining Relationships Chapter 6: Customer Service and Behavior Chapter 7: Service Breakdowns and Service Recovery Chapter 8: Customer Service in a Diverse World Chapter 9: Customer Service Via Technology Chapter 10: Encouraging Customer Loyalty Appendix GlossaryPhoto Credits Index

Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously
Sort by: Showing 1 Customer Reviews
  • Anonymous

    Posted May 25, 2008

    A reviewer

    Customer Service Skills for Success provides both the teacher and the student a text that is researched and up-to-date. The end-of-chapter materials and supplements are excellent and give ample opportunities for enhancing customer service knowledge and skills.

    Was this review helpful? Yes  No   Report this review
Sort by: Showing 1 Customer Reviews

If you find inappropriate content, please report it to Barnes & Noble
Why is this product inappropriate?
Comments (optional)