Robert W. Lucas

Customer Service Skills for Success

Buch

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 f… Mehr

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Produktdetails

ISBN: 978-0-07-354546-2
EAN: 9780073545462
Produktnummer: 15837423
Verlag: Mcgraw Hill Book Co
Sprache: Englisch
Erscheinungsjahr: 2014
Seitenangabe: 464 S.
Masse: H27.2 cm x B21.3 cm x D1.8 cm 930 g
Auflage: 6. A.
Gewicht: 930
Sonstiges: Ab 18 J.

Über den Autor

Robert W. Lucas earned a B.S. in law enforcement from the University of Maryland in College Park; an M.A. with a focus in human resources development from George Mason University in Fairfax, Virginia; and a second M.A. in management and leadership from Webster University in Orlando, Florida. He is an internationally known award-winning author and learning and performance expert who specializes in workplace performance-based training and consulting services. Professor Lucas has more than four decades of experience in human resources development, management, and customer service. He has written and contributed to 36 books, training video leaders guides, and compilations. He also has taught training and development, diversity, and interpersonal and organizational communication at the masters level for almost two decades at Webster University.