ISE Customer Service Skills for Success

The 8th edition of Lucas' bestselling and award-winning Customer Service textbook has been revised to reflect the demands of customer service today. It is divided into three parts: The Profession, Skills for Success, and Building and Maintaining Relationships, and Retaining Customers. It includes tips for implementing proven customer service strategies, case scenarios, and activities to help apply concepts to real-world situations. Additionally, it features updated case analyses, role-playing application-based activities, and revised Language Toolkits to help students develop an understanding of key terms.

Format: Paperback / softback
Length: 496 pages
Publication date: 20 April 2022
Publisher: McGraw-Hill Education

Customer Service 8e, a best-selling and award-winning textbook, has undergone a comprehensive revision to align with the evolving demands of the customer service industry. Divided into three distinct parts, the book focuses on key aspects such as The Profession, Skills for Success, and Building and Maintaining Relationships, while also emphasizing Retaining Customers. Throughout the text, readers are provided with valuable tips, case scenarios, and activities to help them apply the learned concepts to real-world situations.

In response to market changes, including the impact of the COVID-19 pandemic, remote work teams, and increased attention to customers with disabilities, Customer Service 8e has been updated to reflect these developments. The book features several notable companies, including Amazon, Target, American Express, and Chipotle, showcasing their successful customer service practices.

To enhance the learning experience, the textbook incorporates a digital learning platform called Connect. Connect offers revised case analyses that challenge students to apply their knowledge to real-world scenarios, featuring companies such as Zappos, Ben & Jerry's, and Southwest Airlines. Additionally, Connect includes role-playing application-based activities to help students demonstrate their understanding of the key elements that contribute to successful customer interactions.

Furthermore, the book's Language Toolkits have been revised to provide students with a deeper understanding of key terms and concepts. These toolkits include visual aids, definitions, and examples to facilitate a clearer comprehension of the material.

With its comprehensive coverage, practical insights, and engaging learning tools, Customer Service 8e is an essential resource for anyone seeking to excel in the field of customer service. Whether you are a student, professional, or business owner, this textbook will help you develop the skills and knowledge necessary to provide exceptional customer experiences and achieve success in your career.

Weight: 882g
ISBN-13: 9781265037536
Edition number: 8 ed