"Customer Service, 4/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.

Customer Service Skills for Success

Business & Money

Lucas,Robert

Processes & Infrastructure

McGraw-Hill/Higher Education

With all the razzle-dazzle technology around, there’s still no more lively, informative, and audience-friendly way to make an impact than with flip charts. But using flip charts well is a skill. Here’s a book that provides you with the proven techniques that will make you shine. You’ll learn the basic design principles and artistic "tricks of the trade" that give a flip chart a professional look: Selecting and arranging lettering that makes an impact all the way to the back of the room … Transporting and setting up flip charts … Arranging the presentation room … Finding the best, most dependable equipment--including easels, paper, masking tape, and markers … Jazzing up your flip chart with "ready-to-copy" graphics … Devising flip chart activities that lead to brainstorming and team problem-solving. Soon, even the least artistic presenter will know how to develop pro-level flip charts that can make every presentation come alive.

The Big Book of Flip Charts

Management & Leadership

McGraw=Hill

Whether you are new to customer service or have more experience, you will find Please Every Customer: Delivering Stellar Customer Service Across Cultures to be a valuable resource. In it, you will find a variety of helpful information and hundreds of tips, ideas and suggestions related to how people from different cultures communicate, view relationships and time, what they value and believe. You will also explore strategies for dealing with people who are not the same as you in that they speak another language, have diverse abilities, differ in age and gender, or have various behavioral preferences. Additionally, you will identify proven strategies that can assist you in better communicating with customers and for modifying your behavior to meet a given situation when dealing with other people. To help aid you in dealing with others, you will have an opportunity through activities called Focus on Positive Global Service to think about ways that you can apply concepts that you learn in the book. You will also read specific service implementation suggestions called Positive Global Service Action Tips that can be applied immediately to enhance your success when dealing with customers. Once you finish reading this book of proven service strategies, I am sure that you will have the basic tools you need to provide positive global service to all your customers.

Please Every Customer: Delivering Stellar Customer Service Across Cultures

International

McGraw–Hill Education

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.

Marketing & Sales

NOTE: This book is a standalone book and will not include any access codes. Recipient of the 2017 Textbook and Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas is the top-selling customer service textbook in the United States.Customer Service Skills for Success 6e addresses real-world customer service issues and provides a variety of updated resources, activities, examples and tips from the author and active professionals in the industry to gain and hold readers' interest while providing 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 sixth 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, 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.

Customer Service Skills for Success - Standalone Book

An authoritative study of the Malaysian economy and labour market. Malaysia has enjoyed an enviable growth record over twenty-five years which few nations can match, and has also been keen to judge her performance against non-growth criteria of poverty eradication and national unity following the emergence of racial conflict in 1969. There are many lessons for policy-makers elsewhere of this active approach to poverty eradication and social restructuring while generating rapid growth, which stands in sharp contrast to laissez-faire orthodoxy.

Restructuring the Malaysian Economy: Development and Human Resources

Economics

PALGRAVE~MACMILLAN

Text: English, German (translation)

Frieda Lawrence;: The story of Frieda von Richthofen and D. H. Lawrence

Secker Warburg

NY 1973 Viking. Octavo, 308pp., photo illustrations, index, hardcover. Fine in Near Fine DJ.

Frieda Lawrence

Literature & Fiction

VIKING

Coaching can play a significant role in maximizing employee performance. It can also be instrumental in improving your management performance. Now, with this practical guide, you'll discover the essentials of coaching, including how to do it, when to do it, and why it is necessary in today's business environment. This book also addresses ways to coach employees with special needs, including underachievers, overachievers, and those with disabilities.

Coaching Skills: A Guide for Supervisors

Good working relationships are critical for increased workplace productivity and competitiveness. This book offers practical advice for supervisors to build rapport, trust, and respect on the job through better communication, improved listening, and conflict management.

Effective Interpersonal Relationships

See the best price to sell, buy, or rent books by Lucas,Robert. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Lucas,Robert

See the best price to sell, buy, or rent books by Lucas,Robert. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Customer Service Skills for Success

The Big Book of Flip Charts

Please Every Customer: Delivering Stellar Customer Service Across Cultures

Customer Service Skills for Success

Customer Service Skills for Success - Standalone Book

Restructuring the Malaysian Economy: Development and Human Resources

Frieda Lawrence;: The story of Frieda von Richthofen and D. H. Lawrence

Frieda Lawrence

Coaching Skills: A Guide for Supervisors

Effective Interpersonal Relationships