MOMENTAN AUSVERKAUFT
Über dieses Produkt
Product Identifiers
PublisherMcgraw-Hill Education
ISBN-101265017662
ISBN-139781265017668
eBay Product ID (ePID)19057265111
Product Key Features
Number of Pages992 Pages
Publication NameLoose Leaf for Customer Service: Skills for Success
LanguageEnglish
Publication Year2022
SubjectMarketing / General, Commerce
TypeTextbook
Subject AreaBusiness & Economics
AuthorRobert W. Lucas
FormatRingbound
Dimensions
Item Height1.1 in
Item Weight30.5 Oz
Item Length18 in
Item Width9.8 in
Additional Product Features
Edition Number8
Intended AudienceCollege Audience
LCCN2021-031275
Grade FromCollege Freshman
Grade ToCollege Graduate Student
Table Of ContentPART 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 BONUS CHAPTERS Bonus Chapters can be found in the eBook or in the Instructor Resources within Connect: Chapter 11: Managing Your Time Chapter 12: Managing Your Stress Chapter 13: Customer Service through Written Means
SynopsisLucas' top-selling and award-winning Customer Service 8e has been revised to reflect the demands of customer service today. Chapters are divided into three parts, focused on key aspects of customer service: 1) The Profession 2) Skills for Success, and 3) Building and Maintaining Relationships, and Retaining Customers. Throughout the text, readers discover tips for implementing proven customer service strategies, case scenarios, and activities to help apply concepts to real-world situations. Customer Service 8e addresses many market changes such as the impact of the COVID-19 pandemic, working in remote teams and greater focus on customers with disabilities with featuring several companies such as Amazon, Target, American Express and Chipotle. Students will practice putting concepts into action through our integration digital learning platform, Connect. Connect provides revised case analyses that challenge students to apply what they've learned to real-world scenarios featuring companies such as Zappos, Ben & Jerry's, and Southwest Airlines. Additionally, Connect has role-playing application-based activities to help students demonstrate understanding of the key elements that will make customer interactions more successful and revised Language Toolkits geared toward helping students develop an understanding of key terms.
LC Classification NumberHF5415.5.L83 2023
