![]() ![]() Search It Out activity resources have been added. ![]() ![]() Ĝhapter openings spotlight In the Real World case studies.Ĝhapters feature updated Trending Now sections.New Words to Live By quotes appear at the end of each chapter's Quick Preview section.Updated research and statistics are incorporated throughout the text.New Customer Service interviews are included.28, 2012) sued because after he purchased two HP TouchPad tablet computers at a price he was happy with, Barnes & Noble e-mailed him saying. 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. Barnes & Noble 12-cv-0812-JST (RNBx) (C.D. 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. 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. 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. Lucas, now in its seventh edition, is the top-selling customer service textbook in the United States. Recipient of the 2017 Textbook and Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Robert Lucas Customer Service Skills for Success 7 Janu9781259954078 ![]()
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