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Customer Service Skills for Success by Robert W. Lucas (2011, Trade Paperback)

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ISBN
9780073397115
Subject Area
Non-Classifiable, Business & Economics
Publication Name
Customer Service Skills for Success
Item Length
10 in
Publisher
McGraw-Hill Higher Education
Subject
Customer Relations
Publication Year
2011
Type
Textbook
Format
Trade Paperback
Language
English
Item Height
0.7 in
Author
Robert W. Lucas
Item Width
8.1 in
Item Weight
25.5 Oz
Number of Pages
416 Pages

關於產品

Product Information

Not the Same Old Customer Service Textbook Customer 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 real-world service providers and 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. 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.

Product Identifiers

Publisher
McGraw-Hill Higher Education
ISBN-10
0073397113
ISBN-13
9780073397115
eBay Product ID (ePID)
102870915

Product Key Features

Author
Robert W. Lucas
Publication Name
Customer Service Skills for Success
Format
Trade Paperback
Language
English
Subject
Customer Relations
Publication Year
2011
Type
Textbook
Subject Area
Non-Classifiable, Business & Economics
Number of Pages
416 Pages

Dimensions

Item Length
10 in
Item Height
0.7 in
Item Width
8.1 in
Item Weight
25.5 Oz

Additional Product Features

Edition Number
5
LCCN
2010-048859
Lc Classification Number
Hf5415.5.L83 2012
Copyright Date
2012
Target Audience
College Audience
Dewey Decimal
658.8/12
Dewey Edition
23
Illustrated
Yes

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