ISE Customer Service Skills for Success (Paperback)Robert Lucas (author)
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The text begins with a macro view of what customer service involves today and provides projections for the future; it then focuses on specific skills and related topics. Each of the three parts focuses on a different aspect of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Readers will encounter interviews with real-world service providers, case study scenarios, and activities to teach them to apply these concepts to real-world situations.
New to This Edition*New Customer Service interviews are included.*Updated research and statistics are incorporated throughout the text.*New Words to Live By quotes appear at the end of each chapter's Quick Preview section.*Chapters feature updated Trending Now sections.*Chapter openings spotlight In the Real World case studies.*Search It Out activity resources have been added.
Publisher: McGraw-Hill Education
Number of pages: 480
Weight: 950 g
Dimensions: 274 x 216 x 18 mm
Edition: 7th edition
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