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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.
Table of Contents
PART ONE: The Profession
Chapter 1: The Customer Service Profession
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 Skills
PART THREE: Building and Maintaining Relationships
Chapter 6: Customer Service and Behavior
Chapter 7: Service Breakdowns and Service Recovery