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Loose Leaf for Customer Service: Skills for Success by Robert W. Lucas (2018,...
US $29.99
ApproximatelyAU $46.90
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Condition:
Like new
A book that looks new but has been read. Cover has no visible wear, and the dust jacket (if applicable) is included for hard covers. No missing or damaged pages, no creases or tears, and no underlining/highlighting of text or writing in the margins. May be very minimal identifying marks on the inside cover. Very minimal wear and tear. See the seller’s listing for full details and description of any imperfections.
- Buy It NowLoose Leaf for Customer Service: Skills for Success by Robert W. Lucas (2018,...
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Postage:
US $6.13 (approx. AU $9.59) USPS Media MailTM.
Located in: Jackson, California, United States
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Estimated between Thu, 1 May and Wed, 7 May to 43230
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eBay item number:356452109375
Item specifics
- Condition
- Features
- Loose-Leaf
- ISBN
- 9781260157536
About this product
Product Identifiers
Publisher
Mcgraw-Hill Education
ISBN-10
1260157539
ISBN-13
9781260157536
eBay Product ID (ePID)
242582141
Product Key Features
Number of Pages
480 Pages
Language
English
Publication Name
Loose Leaf for Customer Service: Skills for Success
Publication Year
2018
Subject
Marketing / General, Personal Growth / Success
Type
Textbook
Subject Area
Self-Help, Business & Economics
Format
Book, Other
Dimensions
Item Height
0.7 in
Item Weight
28.9 Oz
Item Length
10.8 in
Item Width
8.2 in
Additional Product Features
Edition Number
7
Intended Audience
College Audience
Grade From
College Freshman
Grade To
College Graduate Student
Table Of Content
Part One: The Profession Chapter 1: The World of Customer Service Chapter 2: Contributing to the Service Culture Part Two: Skills for Success Chapter 3: Verbal Communication Skills Chapter 4: Nonverbal Communication Skills Chapter 5: Listening to the Customer Part Three: Building and Maintaining Relationships Chapter 6: Customer Service and Behavior Chapter 7: Service Breakdowns and Recovery Chapter 8: Customer Service in a Diverse World Chapter 9: Customer Service via Technology Part Four: Retaining Customers Chapter 10: Encouraging Customer Loyalty
Synopsis
Recipient of the 2017 Textbook and Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas, now in its seventh edition, is the top-selling customer service textbook in the United States. Lucas addresses real-world customer service issues and provides a variety of updated resources, activities, examples, and tips from 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; 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., Recipient of the 2017 Textbook and Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas, now in its seventh edition, is the top-selling customer service textbook in the United States. Lucas addresses real-world customer service issues and provides a variety of updated resources, activities, examples, and tips from 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; 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.
Item description from the seller
Seller feedback (3)
- t***i (81)- Feedback left by buyer.Past yearVerified purchaseGood condation fast shippingInternational Business by Lee Radebaugh, John Daniels and Daniel Sullivan (2017, (#355714272663)
- r***t (99)- Feedback left by buyer.More than a year agoVerified purchaseQuick to ship.... item as described. Seller was great to work with. Item was well packaged and everything was included.Microsoft Xbox One S 1TB White Console With Controller, 10 Games, & More (#353825500617)
- e***r (26756)- Feedback left by buyer.More than a year agoVerified purchaseGreat item & fast shipping - thank you!Patterns for College Writing Fifteenth Edition (#354011312723)
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Most relevant reviews
- 07 Aug, 2019
5star
Verified purchase: YesCondition: Pre-ownedSold by: user19832015
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Seller feedback (3)
- t***i (81)- Feedback left by buyer.Past yearVerified purchaseGood condation fast shippingInternational Business by Lee Radebaugh, John Daniels and Daniel Sullivan (2017, (#355714272663)
- r***t (99)- Feedback left by buyer.More than a year agoVerified purchaseQuick to ship.... item as described. Seller was great to work with. Item was well packaged and everything was included.Microsoft Xbox One S 1TB White Console With Controller, 10 Games, & More (#353825500617)
- e***r (26756)- Feedback left by buyer.More than a year agoVerified purchaseGreat item & fast shipping - thank you!Patterns for College Writing Fifteenth Edition (#354011312723)