Lucas’ top-selling and award-winning Customer Service 8E, (PDF) has been revised to reflect the demands of customer service today. Chapters are divided into three parts focused on key aspects of customer service: 1) The Profession, 2) Skills for Success, and 3) Building and Maintaining Relationships and Retaining Customers. Throughout the textbook, readers discover tips for implementing proven customer service strategies, case scenarios, and activities to help apply concepts to real-world situations. Customer Service 8th Edition addresses many market changes, such as the impact of the COVID-19 pandemic working in remote teams and greater focus on customers with disabilities with featuring several companies such as Amazon, Target, American Express, and Chipotle. Students will practice implementing concepts through our integrated digital learning platform Connect. Connect provides revised case analyses that challenge students to apply what they’ve learned to real-world scenarios featuring companies such as Zappos Ben and Jerry’s, and Southwest Airlines. Additionally, Connect has role-playing application-based activities to help college students demonstrate understanding of the key elements that will make customer interactions more successful and revised Language Toolkits geared toward assisting students to understand key terms.
978-1265037536, 978-1265022129, 978-1260381900, 978-1266081781, 978-1265662561, 978-1265017668
NOTE: This sale only includes the ebook Customer Service: Skills for Success, 8th Edition, in PDF format. No access codes are included.
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