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Customer Service Skills for Success by Lucas, Robert
by Lucas, Robert | PB | Acceptable
Condition:
“Former library book; Readable copy. Pages may have considerable notes/highlighting. ~ ”... Read moreabout condition
Postage:
Located in: Aurora, Illinois, United States
Delivery:
Estimated between Tue, 11 Jun and Thu, 13 Jun to 43230
Returns:
Coverage:
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Seller information
- 99% positive feedback
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eBay item number:145604907755
Item specifics
- Condition
- Acceptable
- Seller Notes
- Binding
- Paperback
- Weight
- 2 lbs
- Product Group
- Book
- IsTextBook
- No
- ISBN
- 9780073545462
- Subject Area
- Business & Economics
- Publication Name
- Customer Service Skills for Success
- Item Length
- 10.7 in
- Publisher
- Mcgraw-Hill Education
- Subject
- Marketing / General, Customer Relations
- Publication Year
- 2014
- Type
- Textbook
- Format
- Trade Paperback
- Language
- English
- Item Height
- 0.7 in
- Item Width
- 8.6 in
- Item Weight
- 32.1 Oz
- Number of Pages
- 464 Pages
About this product
Product Information
Recipient of the 2017 Textbook & 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.
Product Identifiers
Publisher
Mcgraw-Hill Education
ISBN-10
0073545465
ISBN-13
9780073545462
eBay Product ID (ePID)
180367784
Product Key Features
Publication Name
Customer Service Skills for Success
Format
Trade Paperback
Language
English
Subject
Marketing / General, Customer Relations
Publication Year
2014
Type
Textbook
Subject Area
Business & Economics
Number of Pages
464 Pages
Dimensions
Item Length
10.7 in
Item Height
0.7 in
Item Width
8.6 in
Item Weight
32.1 Oz
Additional Product Features
Edition Number
6
LCCN
2013-046975
Lc Classification Number
Hf5415.5.L83 2015
Grade from
College Freshman
Grade to
College Freshman
Table of Content
PART ONE: The Profession Chapter 1: The Customer Service Profession 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 Skills 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
Copyright Date
2015
Target Audience
College Audience
Dewey Decimal
658.8/12
Dewey Edition
23
Illustrated
Yes
Item description from the seller
Seller assumes all responsibility for this listing.
eBay item number:145604907755
Postage and handling
Item location:
Aurora, Illinois, United States
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| Postage and handling | To | Service | Delivery*See Delivery notes |
|---|---|---|---|
| Free postage | United States | Economy Shipping | Estimated between Tue, 11 Jun and Thu, 13 Jun to 43230 |
| US $15.99 (approx PHP 937.12) | United States | Expedited Shipping | Estimated on or before Mon, 10 Jun to 43230 |
| Taxes |
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Sales Tax for an item #145604907755
Sales Tax for an item #145604907755
Seller collects sales tax for items shipped to the following states:
| State | Sales Tax Rate |
|---|---|
| Missouri (MO) | 8.238% |
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| 30 days | Money Back |
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