Customer Service Skills for Success 7th edition by Robert Lucas ISBN 1259954072 978-1259954078

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ISBN 10:  1259954072

ISBN 13: 978-1259954078

Author: Robert Lucas

Recipient of the 2017 Textbook and Academic Authors Association’s Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas, now in its seventh edition, is the top-selling customer service textbook in the United States. Lucas addresses real-world customer service issues and provides a variety of updated resources, activities, examples, and tips from 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; it then focuses on specific skills and related topics. Each of the three parts focuses on a different aspect of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Readers will encounter interviews with real-world service providers, case study scenarios, and activities to teach them to apply these concepts to real-world situations.
New to This Edition•New Customer Service interviews are included.•Updated research and statistics are incorporated throughout the text.•New Words to Live By quotes appear at the end of each chapter’s Quick Preview section.•Chapters feature updated Trending Now sections.•Chapter openings spotlight In the Real World case studies.•Search It Out activity resources have been added.

Customer Service Skills for Success 7th Table of contents: 

• Introduction to Customer Service

  • The importance of customer service in business success
  • Defining customer service and its role in customer retention and satisfaction
  • The impact of customer service on business reputation

• Building a Customer-Centered Attitude

  • Developing a positive, service-oriented mindset
  • Empathy and understanding the customer perspective
  • Approaching each interaction with a helpful and patient attitude

• Effective Communication Skills

  • Verbal and non-verbal communication in customer service
  • Active listening techniques and asking the right questions
  • Adapting communication style to different customers and situations
  • Overcoming communication barriers

• Handling Customer Inquiries and Requests

  • Dealing with common customer questions and problems
  • Providing accurate information and resolving issues efficiently
  • Maintaining professionalism in all interactions

• Dealing with Difficult Customers

  • Managing challenging or irate customers
  • Conflict resolution strategies
  • Remaining calm and composed under pressure
  • Turning negative situations into positive outcomes

• Problem-Solving and Decision-Making

  • Steps for effective problem-solving in customer service
  • Using creative solutions to meet customer needs
  • Knowing when to escalate an issue or involve management
  • Balancing company policies with customer satisfaction

• Customer Service and Technology

  • Utilizing technology in customer service (e.g., CRM systems, chatbots, social media)
  • Managing customer service through multiple channels (phone, email, live chat, in-person)
  • The importance of timely response and follow-up

• Creating a Customer Service Culture

  • Fostering a customer-focused work environment
  • Training and coaching team members on customer service skills
  • Motivating employees to provide excellent customer service
  • The role of leadership in promoting customer service excellence

• Ethics and Customer Service

  • Ethical considerations in customer service
  • Building trust with customers
  • Maintaining confidentiality and integrity

• Measuring Customer Service Performance

  • Key performance indicators (KPIs) for customer service success
  • Gathering and using customer feedback to improve service
  • Conducting customer satisfaction surveys and analyzing results

• Developing a Career in Customer Service

  • Career advancement in customer service roles
  • Professional development and continuing education opportunities
  • Networking and learning from peers in the industry

• Conclusion: The Future of Customer Service

  • Trends in customer service (e.g., AI, personalized experiences)
  • Preparing for future challenges in the field
  • The ongoing importance of customer service in business success

• Appendices

  • Resources for customer service professionals (tools, websites, further reading)
  • Customer service scripts or examples

• References

  • Citations for the resources used in the book

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Robert Lucas,Customer Service,Success