Lucas’ high-promoting and award-profitable Customer Service 8E, (PDF) has been revised to replicate the calls for of customer support right now. Chapters are divided into three components targeted on key elements of customer support: 1) The Profession, 2) Skills for Success, and three) Building and Maintaining Relationships and Retaining Customers. Throughout the Eighth Edition textbook, readers uncover suggestions for implementing confirmed customer support methods, case situations, and actions to assist apply ideas to actual-world conditions. Customer Service 8th Edition addresses many market adjustments, such because the impression of the COVID-19 pandemic working in distant groups and higher deal with clients with disabilities with that includes a number of firms reminiscent of Amazon, Target, American Express, and Chipotle. Students will observe implementing ideas via our built-in digital studying platform Connect. Connect offers revised case analyses that problem college students to use what they’ve discovered to actual-world situations that includes firms reminiscent of Zappos Ben and Jerry’s, and Southwest Airlines. Additionally, Connect has function-enjoying software-primarily based actions to assist school college students exhibit understanding of the important thing parts that can make buyer interactions extra profitable and revised Language Toolkits geared towards aiding college students to grasp key phrases.
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NOTE: This sale only consists of the ebook Customer Service: Skills for Success, 8th Edition, in PDF format. No access codes are included.
