Description
Elevate your understanding of modern customer service with Lucas’ acclaimed and best-selling Customer Service 8E, (PDF). This thoroughly revised edition captures the dynamic landscape of customer support today, providing a comprehensive guide that aligns with contemporary demands and trends.
This essential textbook is organized into three insightful sections: 1) The Profession, 2) Skills for Success, and 3) Building and Maintaining Relationships and Retaining Customers. Each chapter is designed to equip readers with practical techniques, actionable strategies, and case scenarios that bridge theoretical concepts with real-world applications.
In this latest edition of Customer Service 8th Edition, significant shifts in the marketplace are addressed, including the profound effects of the COVID-19 pandemic on remote work dynamics and an increased focus on inclusivity for customers with disabilities. Notable industry leaders such as Amazon, Target, American Express, and Chipotle are featured throughout the text, providing concrete examples of successful customer service strategies in action.
Students will engage in hands-on learning through our integrated digital platform, Connect. This platform enhances the learning experience with revised case studies that require learners to apply their knowledge to practical scenarios involving renowned companies like Zappos, Ben & Jerry’s, and Southwest Airlines. Furthermore, Connect includes interactive role-playing activities designed to develop students’ proficiency in customer interactions and enhance their understanding of essential customer service elements. Revised Language Toolkits throughout the text will also assist students in mastering key terms and concepts related to customer service.
The following ISBNs are associated with this pivotal resource: 978-1265037536, 978-1265022129, 978-1260381900, 978-1266081781, 978-1265662561, 978-1265017668.
IMPORTANT: Please note that this purchase includes only the ebook version of Customer Service: Skills for Success, 8th Edition, provided in PDF format. Access codes are not included in this sale.
Enhance your customer service skills and drive success in your professional journey!
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