PDF Download Customer Service Skills for Success (Connect, Learn, Succeed)By Robert Lucas
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Customer Service Skills for Success (Connect, Learn, Succeed)By Robert Lucas
PDF Download Customer Service Skills for Success (Connect, Learn, Succeed)By Robert Lucas
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Not the Same Old Customer Service Textbook
Customer Service: Skills for Success uses a variety of activities and example to gain and hold readers’ interest while providing additional 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 fifth 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 and 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. For users of previous editions, you will note a streamlined approach where we have combined material from several previous chapters. If you need the chapters on Time and Stress Management, they can be found on our Web site, www.mhhe.com/customerservice, along with many new activities, case studies, and other support material.
- Sales Rank: #93005 in Books
- Published on: 2011-01-20
- Original language: English
- Number of items: 1
- Dimensions: 10.00" h x .70" w x 8.10" l, 1.58 pounds
- Binding: Paperback
- 416 pages
About the Author
McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide
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