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Connect 1-Semester Access Card for Customer Service (Online resource, 6th ed.)
Connect 1-Semester Access Card for Customer Service (Online resource, 6th ed.): Robert Lucas
Connect 1-Semester Access Card for Customer Service (Online resource, 6th ed.): Robert Lucas

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Connect 1-Semester Access Card for Customer Service (Online resource, 6th ed.)

Robert Lucas

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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.

General

Imprint: McGraw-Hill Education
Country of origin: United States
Release date: February 2014
Authors: Robert Lucas
Dimensions: 216 x 140mm (L x W)
Format: Online resource
Edition: 6th ed.
ISBN-13: 978-1-259-21840-8
Barcode: 9781259218408
Categories: Promotions
Books > Business & Economics > Business & management > Business communication & presentation
Books > Business & Economics > Business & management > Business communication & presentation > General
LSN: 1-259-21840-6

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