Customer Service Skills for Success [Rental Edition]

by LUCAS

• ISBN13: 9781260381900
• ISBN10: 1260381900
• eBook ISBN(s): 9781264929832, 9781265022129
• Additional ISBN(s): 9781259954078
• Edition: 8th
• Format: Textbook
• Copyright: 2022-02-22
• Publisher: McGraw-Hill Rental Program
• More Book Details

About This Book

Customer Service Skills for Success, 8th Edition

Customer Service Skills for Success, 8th Edition, is a comprehensive textbook designed to equip students with the essential skills needed to excel in the customer service industry. Written by Robert Lucas, this book is a go-to resource for students and educators alike, offering a detailed exploration of customer service principles and strategies.

Who Uses It?

Primarily, this book is used by students and instructors in customer service courses at the college and university levels. It's also a valuable resource for anyone interested in understanding the basics of customer service, including professionals looking to refresh their knowledge or expand their understanding of customer service strategies.

History and Editions

The 8th edition of Customer Service Skills for Success has been revised to reflect the demands of customer service today. Chapters are divided into three parts: 1) The Profession, 2) Skills for Success, and 3) Building and Maintaining Relationships, and Retaining Customers. This edition addresses many market changes such as the impact of the COVID-19 pandemic, working in remote teams, and greater focus on customers with disabilities. It features several companies such as Amazon, Target, American Express, and Chipotle.

Author and Other Works

Robert Lucas is the author of Customer Service Skills for Success. He has a reputation for providing practical and actionable advice on customer service strategies. While specific other works by Robert Lucas are not mentioned in the provided sources, his expertise in customer service is evident through his top-selling and award-winning textbook.

Key Features

• Comprehensive Coverage: The book covers core concepts in customer service, including detailed explanations and case scenarios.
• Real-World Applications: Throughout the text, readers discover tips for implementing proven customer service strategies and practice putting concepts into action through role-playing application-based activities.
• Digital Learning Platform: The book integrates with McGraw-Hill's Connect platform, which provides revised case analyses, role-playing activities, and Language Toolkits to help students develop an understanding of key terms.

Detailed Information

ISBNs and Formats

• Hardcover: ISBN-13: 9781260381900
• eTextbook: Available through VitalSource (ISBN: 9781265022129)
• Other Formats: Paperback (ISBN: 9781265037536)

Publication Details

• Publisher: McGraw-Hill Higher Education
• Publication Date: March 1, 2022
• Number of Pages: 496 pages
• Language: English

Other Editions and Formats

• 8th Edition (Hardcover): ISBN-13: 9781260381900
• 8th Edition (eTextbook): ISBN-13: 9781265022129
• 8th Edition (Paperback): ISBN-13: 9781265037536

Related ISBNs:

• 9781265022129 (eTextbook)
• 9781265037536 (Paperback)
• 1260381900 (Hardcover)

This detailed information section provides a quick reference for all the available formats and sources for Customer Service Skills for Success, 8th Edition, making it easier to find and access the book in the preferred format.