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Customer Service Skills for Success, by Robert W. Lucas
PDF Download Customer Service Skills for Success, by Robert W. Lucas
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"Customer Service: Skills for Success" 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.
- Sales Rank: #12230237 in Books
- Published on: 2011-02-01
- Original language: English
- Dimensions: 10.00" h x .59" w x 7.99" l, 1.59 pounds
- Binding: Paperback
- 320 pages
About the Author
Bob Lucas is Executive Vice President of Global Performance Solutions, Inc. a company that provides performance consulting services by assessing organizational, environmental, and staff human resource needs, then recommending and/or providing appropriate strategies to address identified challenges. Bob has extensive experience in human resources development, management and customer service over the past three decades in a variety of organizational environments. This background gives him a real-world perspective on the application of theory he has studied and used for several decades. He is certified in a variety of programs from Zenger-Miller and KASET International (now achieveglobal), Menninger Management Institute, The PACE Group, Wilson Learning, Employment Learning Innovations and is an Inscape Publishing (formerly Carlson Learning) product distributor and instructor. Bob focuses on assisting organizations and individuals develop innovative and practical strategies for improved workplace performance. His areas of expertise include management and training program development, interpersonal communication, adult learning, customer service, and employee and organizational development. Currently, Bob serves on the boards Leadership Seminole in the Orlando, Florida area (where he was past Chairperson) and the Central Florida Safety Council. Additionally, he was formerly the President of the Central Florida Chapter of the American Society for Training and Development and served on the board for the Suncoast Chapter. He retired from the U.S. Marine Corps Reserves. In addition to giving regular presentations to various local and national groups and organizations, Bob serves as an adjunct faculty member for Webster University. In that position, he teaches organizational and interpersonal communication, diversity and Introduction to Training & Development. Listed in the Who's Who in the World, Who's Who in America and Who's Who in the South & Southeast for a number of years, Bob is also an avid writer. Published works include: How to be a Great Call Center Representative; Customer Service Skills & Concepts for Success; The BIG Book of Flip Charts; Job Strategies for New Employees; Communicating One-to-One: Making the Most of Interpersonal Relationships; Coaching Skills: A Guide for Supervisors; Effective Interpersonal Skills; Training Skills for Supervisors; and Customer Service: Skills and Concepts for Business. Additionally, he has been a contributing author for the Annual: Developing Human Resources series by Pfeiffer & Company since 1992 and to the HRHandbook by HRD Press. Bob has earned a Bachelor of Science degree in Law Enforcement from the University of Maryland, and a Master of Arts degree with a focus in Human Resources Development from George Mason University in Fairfax, Virginia.
Most helpful customer reviews
2 of 2 people found the following review helpful.
The Reality of Customer Service
By Mark
Even though I have only just begun using this book, I do find that it is very useful. There are a lot of things in this book that are common sense stuff,, especially if you already have worked in customer service, but I think that everybody should read this book to know how to work and deal with the public. Buying it from Amazon.com saved me almost $40 compared to the cost at the college book store. I know that I will be searching to buy my books from here over the college from now on if they are available.
1 of 1 people found the following review helpful.
Excellent Book to teach Business Communication
By David C. Prince
I picked this up at a local TESOL conference. A Mcgraw-Hill representative was kind enough to give one to me as a sample because I have taught Business English/Communication classes in the past and hope to again in the near future. This books is perfect for teaching such a course to intermediate level non-native speakers of English. I plan to recommend this for adoption for an elective course in my Intensive English Program and am developing a curriculum and syllabus for such a class as part of the proposal as I write this review. I'd say this book is good for anyone who will need to deal with a lot of international customers and needs to understand the differences in intercultural pragmatics. I have lived and worked abroad my entire adult life. I can say that the information in this book is excellent.
1 of 1 people found the following review helpful.
Just a school book
By Tammey
I ordered and recieved my book in a timely manner. It is in very good shape and I am happy with my purchase
See all 10 customer reviews...
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