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Customer Service: Skills and Concepts for Success, Student Edition | 
 enlarge | Author: Robert W Lucas
Publisher: McGraw-Hill/Irwin
Category: Book
List Price: $48.19
Buy Used: $0.20
You Save: $47.99 (100%)
New (4) Used (37) from $0.20
Rating:  2 reviews
Sales Rank: 439762
Media: Paperback
Edition: 2
Pages: 532
Number Of Items: 1
Shipping Weight (lbs): 2.3
Dimensions (in): 10.6 x 8.1 x 0.6
ISBN: 0078226333
Dewey Decimal Number: 658.812
EAN: 9780078226335
ASIN: 0078226333
Publication Date: November 1, 2000
Availability: Usually ships in 1-2 business days
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Product Description
This revision of Customer Service: Skills & Concepts 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.
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| Customer Reviews:
 Can be used for more than just serving customers! December 22, 2002
Brian Borman (Potsdam, NY USA)
1 out of 1 found this review helpful
Although this book is intended to show how to better service the customer and how that will help businesses, its techniques and theories can be applied to dealing with all people.
It is a very engaging book and will help identify unique traits among people (customers or not) along with unique traits about yourself. Next it shows how to use your uniqueness and tailor it to each situation to effectively deal with people, even with people you would normally avoid. Each chapter is preceded by business people in a variety of fields who emphasize the importance of customer service. Each chapter is ended with questions covering the topics discussed and problem scenarios to apply your new knowledge in dealing with the scenarios.
 Learn the art of Customer Service and find contentment March 17, 2002
vinay nath (new delhi India)
1 out of 2 found this review helpful
Customer service or customer care is defined as anything that we perform for the customer which enhances his experience of doing business with us. It is his overall feeling of contentment with the complete interaction he has had with the product / service package purchased by him. The book "Customer Service, Skills and Concepts for Success" by Bob Lucas is truly a feeling of contentment. To be able to understand customer service from the heart and thereafter translate the learning onto action is what this book has done for me. There are several good books on the subject of customer service however they mostly talk about empirical situations in the world of the service provider. However this book by Bob Lucas is unparalleled as it is perhaps the only book which talks about the profession, the skills that are needed to be an ace customer service provider etc. Real customer service does not happen by accident but will only happen through planning and by practising. This book is practical and action oriented. It has shown me how to keep my customers satisfied and become more profitable while having fun without much stress. The book should become a basic reading in all colleges and for all frontline sales personnel as well as all frontline customer service representatives so that their induction into the world of customer care is charted out correctly.
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