Customer Service Skills for Success Standalone Book 6th Edition by Lucas ISBN 0073545465 978-0073545462

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Product details: 

ISBN 10: 0073545465

ISBN 13: 978-0073545462

Author: Lucas

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 6th Table of contents: 

1. Introduction to Customer Service

   • Defining Customer Service
   • The Importance of Customer Service in Business
   • The Evolving Role of Customer Service Professionals
   • Key Skills for Success in Customer Service

2. Communication Skills for Customer Service

   • The Power of Effective Communication
   • Active Listening Skills
   • Nonverbal Communication and Its Impact
   • Writing Professional Emails and Messages
   • Communicating in Difficult Situations

3. Understanding Customer Needs

   • Identifying Customer Expectations
   • The Psychology of Customer Behavior
   • Anticipating and Exceeding Customer Expectations
   • Gathering Feedback and Using It Constructively

4. Building Positive Customer Relationships

   • The Role of Empathy in Customer Service
   • Building Rapport with Customers
   • Creating Trust and Loyalty in Customer Relationships
   • Handling and Resolving Complaints Effectively

5. Problem-Solving and Critical Thinking

   • Approaching Problems Systematically
   • Finding Solutions Quickly and Effectively
   • Managing Multiple Issues Simultaneously
   • Using Creative Thinking to Meet Customer Needs

6. Dealing with Difficult Customers

   • Identifying Difficult Customers and Situations
   • Techniques for Managing Conflict
   • Staying Calm and Professional Under Pressure
   • Turning Negative Experiences into Positive Outcomes

7. Phone and Remote Customer Service

   • Best Practices for Phone Communication
   • Using Technology to Enhance Customer Service
   • Managing Remote Interactions and Virtual Support
   • The Challenges of Remote Customer Service

8. Customer Service in Different Industries

   • Adapting Customer Service for Various Sectors
   • Retail and Sales Customer Service
   • Customer Service in Healthcare and Hospitality
   • Technology and Online Customer Service

9. Time Management and Multitasking in Customer Service

   • Prioritizing Tasks Effectively
   • Managing High-Volume Customer Interactions
   • Maintaining Quality While Managing Time
   • Avoiding Burnout and Stress in High-Pressure Environments

10. Teamwork and Collaboration in Customer Service

    • The Importance of Teamwork in Customer Service
    • Collaborating with Colleagues and Other Departments
    • Sharing Knowledge and Best Practices
    • Supporting Your Team in Challenging Situations

11. The Role of Customer Service in Branding and Reputation

    • How Customer Service Impacts Company Image
    • Delivering Consistent, Positive Experiences
    • Using Customer Service to Strengthen Brand Loyalty
    • Handling Negative Feedback and Online Reviews

12. Developing Professionalism in Customer Service

    • The Key Traits of a Professional Customer Service Representative
    • Continuous Improvement and Professional Development
    • Staying Up-to-Date with Industry Trends
    • Ethical and Professional Standards in Customer Service

13. The Future of Customer Service

    • Emerging Trends and Technologies in Customer Service
    • The Impact of Artificial Intelligence and Automation
    • Preparing for the Future of Customer Interactions
    • Building Customer-Centric Cultures

14. Conclusion

    • The Ongoing Importance of Customer Service Excellence
    • Key Takeaways for Success in the Field
    • Next Steps for Further Development

15. Appendices

    • A: Customer Service Checklists and Tips
    • B: Sample Customer Service Scripts and Templates
    • C: Index

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Lucas,Customer Service,Standalone Book