Customer Service Skills for Success - Softcover

Lucas, Robert W.

 
9780073397115: Customer Service Skills for Success
Softcover
ISBN 10: 0073397113 ISBN 13: 9780073397115
Verlag: McGraw-Hill Professional, 2011

Inhaltsangabe

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.

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Über die Autorin bzw. den Autor

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 masters level for almost two decades at Webster University.

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Verlag
McGraw-Hill Professional
Erscheinungsdatum
2011
Sprache
Englisch
ISBN 10 
0073397113
ISBN 13 
9780073397115
Einband
Taschenbuch
Auflage
5
Anzahl der Seiten
394
Kontakt zum Hersteller
Nicht verfügbar
Verantwortliche Person
Nicht verfügbar