Robert W. Lucas,
Webster University, Orlando, Florida
ISBN: 0073545449 Copyright year: 2009
Supplements
THE CUSTOMER SERVICE TEXT THAT GIVES YOU MORE
STUDENT RESOURCES
Online Learning Center (OLC)—Student Content: A separate section of the McGraw-Hill Web site has been reserved for students and instructors. This section contains online practice tests, additional learning exercises, and other World Wide Web links to stimulate your research efforts.
Spanish Translations: Spanish speaking readers can take advantage of the Spanish
Translations of the glossary of key terms and online quizzes.
Student Study Guide: The Student Study Guide includes worksheets, practice tests,
and supplemental learning materials so students can reinforce their learning of the chapter
concepts. The Student Study Guide is organized by chapter and learning outcome to assist
students in understanding each chapter’s goals and objectives. This guide is available in
both a print version or as part of the online enhanced cartridge.
INSTRUCTOR RESOURCES
Online Learning Center (OLC)—Instructor Content: The instructor’s side of Online Learning Center (OLC) serves as a resource for instructors and has several features that support instructors in the creation of lessons. Included on the OLC are the Instructor’s Manual (IM), which is organized by each chapter’s learning objectives and includes page references, PowerPoint Slides that include additional instructor teaching notes, the Asset Map and other
valuable materials.
Instructor’s Manual: The Instructor’s Manual outlines course materials, additional
in-class activities, and support for classroom use of the text. It has been organized by learning
objectives to give instructors not only a basic outline of the chapter, but to assist in all
facets of instruction. For every question posed in the text, the IM provides a viable answer.
The text page numbers provide easy reference for instructors. In addition, the instructor’s
manual guides instructors through the process of integrating supplementary materials into
lessons and assignments. The instructor’s manual also includes sample syllabi, video notes,
and student success insights. Ultimately, this will be an instructor’s greatest advantage in
using all materials to reach all learners.
Test Bank: Every chapter provides a series of test questions, available in our Test Bank. Questions are organized by Learning Objective and Bloom’s Taxonomy. A Test Table aligns questions with the content and makes it easy for you to determine the questions you want to include on tests and quizzes.
Asset Map: We know that instructors’ time is valuable. To help you prepare, we have
created an Asset Map. The Asset Map identifies by chapter, learning objective, and page
number, exactly which supplements are available for you to use.
Power Points: Power Point slides created specifically for instructors
include additional teaching notes and are tied directly to
Learning Objectives. Each slide also includes a text page reference
for your convenience.
Sample Syllabi: Six and sixteen week syllabi are provided in order to tailor content to
different learning programs.
Customer Service DVD: These brand new videos were created exclusively to accompany
Customer Service: Skills for Success, 4/e. Each video matches to chapter content to
offer real-world examples of customer service theories.
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.
2009 McGraw-Hill Higher Education