Customer Service: Building Successful Skills for the Twenty-First Century, 3/e
Robert W. Lucas
ISBN: 0072938056 Copyright year: 2005
What's New
Business Writer’s Workshop. Accompanying this new edition is a web-based
business writer’s workshop that will help students with items like correctly
applying
the basic rules of grammar when writing, creating professionally written
documents, writing in a way that enhances service, delivering bad news positively,
and identifying
reference sources that help improve their writing.
New Hot Seat videos. This interesting
video collection captures real-life customer service managers in the
"hot seat," responding to critical real-world situations.
These excellent discussion starters allow viewers the opportunity to
see learned concepts in action.
New Customer Service Leadership Coverage. Found
throughout the 3rd edition are boxes that highlight the leadership qualities
managers of customer service
groups exude. These boxes are valuable to future managers because they
expose them to different leadership styles and provide insights into how
to manage
effectively.
Enhanced Coverage of Diversity Issues. Diversity issues are
addressed to a much larger degree in this revision. This enhanced coverage
is beneficial
because
it challenges students to consider and be prepared for the myriad
of cultural factors that influence customer relations.
Expanded "Search it Out."
To encourage outside classroom research and student comprehension of
topics, the Search it Out Internet exercises
have been expanded
to include specific web links of customer service resources. These
helpful links provide students with a focused platform to complete exercises.
To obtain an instructor login for this Online Learning Center, ask your local sales representative.
If you're an instructor thinking about adopting this textbook, request a free copy for review.
2005 McGraw-Hill Higher Education