Robert w lucas customer service
Customer Service Skills for Success by Robert W. LucasCustomer 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. .
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Customer Service Skills for Success 6th by Robert W. Lucas Now Available
NOTE: This book is a standalone book and will not include any access codes. 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.
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. Bob focuses on assisting organizations and individuals develop innovative and practical strategies for improved workplace performance.
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Customer Service Skills for Success - Standalone Book
Lucas Now Available. Nonfiction Author and Writer Blog. Nonfiction author, writer, and self-publisher ideas, strategies, resources and advice. Skip to content. Lucas Now Available Posted on April 17, by bob lucas. About bob lucas Bob Lucas has been a trainer, presenter and adult educator for over four decades.