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McGraw-Hill Professional Publishing
Loose Leaf for Customer Service: Skills for Success / Edition 7

Loose Leaf for Customer Service: Skills for Success / Edition 7

by Robert W. LucasRobert W. Lucas

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Recipient of the 2017 Textbook and Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas, now in its seventh edition, is the top-selling customer service textbook in the United States. Lucas addresses real-world customer service issues and provides a variety of updated resources, activities, examples, and tips from 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; it then focuses on specific skills and related topics. Each of the three parts focuses on a different aspect of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Readers will encounter interviews with real-world service providers, case study scenarios, and activities to teach them to apply these concepts to real-world situations.

New to This Edition
•New Customer Service interviews are included.
•Updated research and statistics are incorporated throughout the text.
•New Words to Live By quotes appear at the end of each chapter's Quick Preview section.
•Chapters feature updated Trending Now sections.
•Chapter openings spotlight In the Real World case studies.
•Search It Out activity resources have been added.

Product Details

ISBN-13: 9781260157536
Publisher: McGraw-Hill Professional Publishing
Publication date: 01/08/2018
Edition description: 7th ed.
Pages: 480
Sales rank: 673,688
Product dimensions: 8.40(w) x 10.70(h) x 0.70(d)
Age Range: 18 Years

About the Author

Robert W. Lucas earned a B.S. in law enforcement from the University of Maryland in College Park; an M.A. with a focus in human resources development from George Mason University in Fairfax, Virginia; and a second M.A. in management and leadership from Webster University in Orlando, Florida. He is an internationally known award-winning author and learning and performance expert who specializes in workplace performance-based training and consulting services. Professor Lucas has more than four decades of experience in human resources development, management, and customer service. He has written and contributed to 36 books, training video leaders’ guides, and compilations. He also has taught training and development, diversity, and interpersonal and organizational communication at the master’s level for almost two decades at Webster University.

Table of Contents

Part One The Profession
1 The World of Customer Service
2 Contributing to the Service Culture
Part Two Skills for Success
3 Verbal Communication Skills
4 Nonverbal Communication Skills
5 Listening to the Customer
Part Three Building and Maintaining Relationships
6 Customer Service and Behavior
7 Service Breakdowns and Recovery
8 Customer Service in a Diverse World
9 Customer Service via Technology
Part Four Retaining Customers
10 Encouraging Customer Loyalty

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