Title
Customer Service Skills for Success,Used
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Not the Same Old Customer Service TextbookCustomer 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 realworld service providers and case study scenarios and activities to help you apply concepts learned to realworld 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.
⚠️ WARNING (California Proposition 65):
This product may contain chemicals known to the State of California to cause cancer, birth defects, or other reproductive harm.
For more information, please visit www.P65Warnings.ca.gov.
- Q: What topics are covered in Customer Service Skills for Success? A: The textbook covers a range of topics related to customer service, including the profession itself, essential skills for success, and strategies for building and maintaining customer relationships. It also includes case studies and real-world interviews for practical insights.
- Q: Who is the author of Customer Service Skills for Success? A: The book is authored by Robert Lucas, who provides valuable insights and practical guidance on customer service.
- Q: What is the publication date of this edition? A: The fifth edition of Customer Service Skills for Success was published on January 20, 2011.
- Q: How many chapters are in the book? A: The fifth edition contains 10 chapters, which are organized into three main parts, along with an appendix, glossary, and bibliography.
- Q: Is Customer Service Skills for Success suitable for beginners? A: Yes, the book is designed to engage readers at all levels, using activities and examples to clarify key customer service concepts, making it suitable for beginners and experienced professionals alike.
- Q: What is the format of the book? A: The book is available in a paperback format, making it easy to handle and read.
- Q: Are there any additional resources available for this textbook? A: Yes, additional resources including activities, case studies, and support materials can be found on the publisher's website.
- Q: How does this edition differ from previous editions? A: This fifth edition features a streamlined approach by combining material from previous chapters and updating content to reflect current trends in customer service.
- Q: What is the condition of the book? A: The book is in new condition, ensuring that readers receive a quality product.
- Q: Can I find information on time and stress management in this book? A: Specific chapters on time and stress management are not included in the book but are available on the publisher's website.