Customer Service Skills for Success

Customer Service Skills for Success

5th Edition | See Newer Edition

By Robert Lucas

  • Copyright: 2012

  • Publication Date: Jan 20 2011

  • ISBN 10: 0073397113

  • ISBN 13: 9780073397115

Description

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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 add

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.

  • Language: English

  • Imprint: McGraw-Hill College

  • Dimension: 8.1 x 10

  • Page Count: 416

New Features

  • Think About It activities provide an opportunity for readers to reflect on the In the Real World scenarios that they just read, do an Internet search on those organizations, and then answer the questions provided. The goal of the activity is to cause readers to delve further into how the organization addresses customer service, and to relate it to their personal knowledge and what they read about service in the book. These activities can be done individually or as a group, where answers are shared.
  • Customer Interactions are interactive modules that give students the opportunity to develop and hone necessary skills needed to succeed with customers in the twenty-first century. Available on the Online Learning Center at www.mhhe.com/customerservice.
  • Comprehensive video package that demonstrates both positive and negative customer experiences to foster critical thought and classroom conversation. Available on the Online Learning Center at www.mhhe.com/customerservice.

Key Features

  • Search It Out activities at the end of chapters provide the opportunity to research chapter-related skills on the Internet. In each chapter, readers will explore the Internet to obtain a variety of customer service facts, figures, and related information associated with chapter content to use in group activities, presentations, or discussions. Visit the Web site especially designed by McGraw-Hill for Customer Service: Skills for Success at www.mhhe.com/customerservice.
  • Face to Face exercises are customer service scenarios in which readers assume the role of a specified employee and use information provided to determine how they might handle a similar customer service issue if faced with it on the job.
  • In the Real World sections, placed at the beginning of many of the chapters, provide insights into customer service in a variety of well-known businesses, industries, and organizations. These candid snapshots provide an overview of how successful businesses provide products and services and succeed in a highly competitive global world.
  • Each chapter starts with behavioral-based Learning Outcomes to direct your focus and to help you measure your end of chapter success in grasping the concepts presented. You will also find a quote from a famous person to prompt your thinking related to the chapter topic and the text focus. Throughout the book and in the Contents, the abbreviation LO indicates the Learning Outcome that appears to that section.
  • Work It Out activities throughout the chapters challenge readers? knowledge and provide an opportunity for individual and/or small group work on a specific topic or issue.
  • Pretests called Quick Preview are provided at the beginning of each chapter as a self-assessment of current skills and knowledge levels before even reading the first page. This allows readers to check their topic knowledge and primes them for specific content to watch for as they read the chapter. Answers to the questions are provided at the end of the chapter.
  • At the end of each chapter is a Summary and also Review Questions, which bring together the key elements and issues encountered in the chapter. These questions will test the readers? absorption level for the content they have read and highlight areas for remedial study to assure mastery of the chapter topic.
  • Collaborative Learning Activities allow one or more readers to work together with the instructor and actually address a customer service issue in order to practice their skills, find answers to various questions, and reinforce their knowledge of the chapter topic.
  • Planning to Serve activities provide a roadmap for planning strategies and identifying techniques from the book that can be used to provide superior customer service in the future.

Format

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Customer Service Skills for Success

Wholesale

Retail

Part One ? The Profession

Chapter 1 ? Customer Service Profession

Chapter 2 ? Contributing to the Service Culture

Part Two ? Skills for Success

Chapter 3 ?

Table of Contents

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Part One ? The Profession

Chapter 1 ? Customer Service Profession

Chapter 2 ? Contributing to the Service Culture

Part Two ? Skills for Success

Chapter 3 ? Verbal Communication Skills

Chapter 4 - Nonverbal Communication

Chapter 5 ? Listening to the Customer

Part Three ? Building and Maintaining Relationships

Chapter 6 ? Customer Service and Behavior

Chapter 7 ? Service Breakdowns and Service Recovery

Chapter 8 - Customer Service in a Diverse World

Chapter 9 ? Customer Service via Technology

Chapter 10 ? Encouraging Customer Loyalty

More

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About the Authors

Robert Lucas