Download or read book Loose Leaf for Customer Service Skills for Success written by Robert W. Lucas and published by McGraw-Hill Education. This book was released on 2018-01-08 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Recipient of the 2017 Textbook and Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas, now in its seventh edition, is the top-selling customer service textbook in the United States. Lucas addresses real-world customer service issues and provides a variety of updated resources, activities, examples, and tips from 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 for the future; it then focuses on specific skills and related topics. Each of the three parts focuses on a different aspect of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Readers will encounter interviews with real-world service providers, case study scenarios, and activities to teach them to apply these concepts to real-world situations. New to This Edition•New Customer Service interviews are included.•Updated research and statistics are incorporated throughout the text.•New Words to Live By quotes appear at the end of each chapter's Quick Preview section.•Chapters feature updated Trending Now sections.•Chapter openings spotlight In the Real World case studies.•Search It Out activity resources have been added.
Download or read book Customer Service written by Robert W. Lucas and published by . This book was released on 2009 with total page 544 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Customer Service, 4/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel
Download or read book Customer Service Skills for Success written by Robert W. Lucas and published by . This book was released on 2018-01-03 with total page 480 pages. Available in PDF, EPUB and Kindle. Book excerpt: Recipient of the 217 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. The 7th edition 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 for the future, then focuses on specific skills and related topics. The 7th edition of Customer Service Skills for Success contains 10 chapters divided into four parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: The Profession, Skills for Success, Building and Maintaining Relationships and Retaining Customers. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers, case study scenarios, and activities to help apply concepts learned to real-world situations. This allows the student to think critically on the issues presented.
Download or read book Please Every Customer Delivering Stellar Customer Service Across Cultures written by Robert W. Lucas and published by McGraw Hill Professional. This book was released on 2011-06-17 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: Deliver Valuable Service to a New World of Customers As the economy globalizes, customers are becoming more and more diverse making your job harder than ever. Regardless of differences in values, age, abilities, and other factors, the pressure is on to deliver exceptional customer service every step of the way. Help is here. Please Every Customer provides key information about how people of different cultures and groups communicate, view relationships, and value time—so you can provide the best service for each of your customer’s needs and expectations. Whatever the nationality, age, or gender of your customer, Please Every Customer gives you the tools to: Overcome differences in language Recognize and accommodate customer needs Make positive first impressions Avoid stereotypes Gain trust Listen “actively” Identify crucial nonverbal cues The age-old customer-service maxim “the customer is always right” isn’t enough anymore. Use Please Every Customer as your road map to navigate the new world of customer service.
Download or read book Keeping the People who Keep You in Business written by Leigh Branham and published by AMACOM/American Management Association. This book was released on 2000 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: A war rages in today's workplace, pitting company against company in the fight to find and keep good employees. The losses are high, and battle-weary managers are desperate for talented reinforcements. This compelling new book gives readers a battle-plan for victory, offering 24 strategies for retaining valuable people.
Download or read book Interpersonal Skills in Organizations written by Suzanne C. De Janasz and published by McGraw-Hill/Irwin. This book was released on 2002 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This experiential, workbook-style text focuses on key skill sets necessary for personal and managerial success in organizations today. These skill sets are:·Intrapersonal skills - those skills essential for understanding oneself and one's personality: perception, awareness, disclosure and trust, value clarification, goal setting, identifying barriers to personal change and time-and stress-management. ·Interpersonal skills - those skills necessary for working with others: conveying verbal messages, listening and non-verbal communication, giving and receiving feedback, communicating with diverse others and overcoming barriers to communication.·Team skills - those skills required for understanding and working in teams: forming, leading and facilitating teams, decision-making [including ethical decision frameworks], problem-solving, running meetings and project management.·Advanced interpersonal skills - those skills needed for leading and developing others: coaching and mentoring, empowerment and delegation, persuasion, networking, politicking, negotiation and conflict management.
Download or read book Customer Service written by Robert W. Lucas and published by McGraw-Hill/Irwin. This book was released on 2002 with total page 548 pages. Available in PDF, EPUB and Kindle. Book excerpt: This revision of Customer Service: Skills & Concepts for Success features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress.
Download or read book Professionalism written by Lydia E. Anderson and published by Prentice Hall. This book was released on 2013-08-04 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: ALERT: Before you purchase, check with your instructor or review your course syllabus to ensure that you select the correct ISBN. Several versions of Pearson's MyLab & Mastering products exist for each title, including customized versions for individual schools, and registrations are not transferable. In addition, you may need a CourseID, provided by your instructor, to register for and use Pearson's MyLab & Mastering products. Packages Access codes for Pearson's MyLab & Mastering products may not be included when purchasing or renting from companies other than Pearson; check with the seller before completing your purchase. Used or rental books If you rent or purchase a used book with an access code, the access code may have been redeemed previously and you may have to purchase a new access code. Access codes Access codes that are purchased from sellers other than Pearson carry a higher risk of being either the wrong ISBN or a previously redeemed code. Check with the seller prior to purchase. -- Extends beyond a typical resume/job search text to seamlessly emphasize the relationship between resume development, job search skills, and human relations. Professionalism: Skills for Workplace Success was developed with input from industry leaders, it addresses topics students need to know when transitioning from campus to the workplace using case examples, activities, exercises, online video, and an interactive website. Updated to reflect the latest in technology tools and the business climate, this third edition sets the standard by skillfully merging self-management topics, workplace basics, relationships and career planning tools.
Download or read book The World of Music written by David Willoughby and published by McGraw-Hill Humanities, Social Sciences & World Languages. This book was released on 1999 with total page 404 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The World of Music" is a music listening book designed for the growing number of teachers who want to focus on listening to music as it exists in the real world of their students. Expanding the traditional repertoire used for music study, this popular text begins with American folk, religious, jazz, popular, and ethnic music before introducing some world music and concluding with a thorough overview of Western classical music. The approach captures the essence of each repertoire, and equips students to recognize different styles, appreciate their different functions, and possess a solid foundation for a lifetime of musical appreciation. The text also introduces students to the many styles of music currently enjoyed by people in the United States and helps them to appreciate the diverse roots of these styles. In addition, the text encourages its readers to appreciate different cultures around the world through an encounter with their music.
Download or read book Customer Service Skills for Success written by Robert W. Lucas and published by McGraw-Hill Education. This book was released on 2014-02-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 for the future then focuses on specific skills and related topics. The sixth edition of Customer Service Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers, case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented.
Download or read book Seven Essentials for Business Success written by George J. Siedel and published by . This book was released on 2021 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt: Successful leaders are great teachers and successful teachers serve as models of leadership. This book enables leaders and teachers to understand and use the best practices developed by award-winning professors, each of whom teaches one of the seven areas that are essential for business success. These professors candidly discuss their successes and failures in the classroom, the mentors who inspired them, how they developed their teaching methods, their rigorous preparation for class, and the role of research in their teaching, Through descriptions of the professors in action, readers will gain an insider's perspective on their teaching skills, and witness how they teach the seven essentials for success in a variety of settings--MBA, Executive MBA, and executive education courses. The chapters also describe the daily lives (professional and personal) of the professors, and the impact they have beyond the classroom in improving organizations and society. If you are a leader or teacher--or if you are interested in the content of a business school education--this book provides an insider's perspective on the best practices used by legendary professors when teaching the seven essentials that represent the core body of knowledge for business success.
Download or read book Technology for Success Computer Concepts 2020 written by Jennifer T. Campbell and published by . This book was released on 2020-06-30 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Gain a thorough understanding of today's sometimes daunting, ever-changing world of technology as you learn how to apply the latest technology to your academic, professional and personal life with TECHNOLOGY FOR SUCCESS: COMPUTER CONCEPTS. Written by a team of best-selling technology authors and based on extensive research and feedback from students like you, this edition breaks each topic into brief, inviting lessons that address the �what, why and how� behind digital? advancements to ensure deep understanding and application to today's real world. Optional online MindTap and SAM (Skills Assessment Manager) learning tools offer hands-on and step-by-step training, videos that cover the more difficult concepts and simulations that challenge you to solve problems in the actual world. You leave this course able to read the latest technology news and understand its impact on your daily life, the economy and society.
Download or read book LOOSELEAF FOR HUMAN RELATIONS written by Lowell Lamberton and published by McGraw-Hill Education. This book was released on 2018-06-05 with total page 512 pages. Available in PDF, EPUB and Kindle. Book excerpt: Human Relations: Strategies for Success, 6e, by Lowell Lamberton and Leslie Minor will help you prepare for this changing world. This text covers time-tested, research-based social science and management principles, as well as newer theories and philosophies of human relations drawn from management theory, group theory, personality theory, and relationship theory. More than ever, effective relations skills are crucial to business success as organizations grow and compete in a global business environment. Employees must have the knowledge and skill to adapt to a workplace where change is frequent and inevitable. Their commitment to the creation of a book that is at once interesting to read, motivating to study, and relevant to a wide variety has been the driving force behind Human Relations: Strategies for Success.
Download or read book Writing to Read Reading to Write written by Alison Kuehner and published by Ingram. This book was released on 2019 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Supervision written by Samuel C. Certo and published by McGraw-Hill Medical Publishing. This book was released on 2012-10-01 with total page 576 pages. Available in PDF, EPUB and Kindle. Book excerpt: Prepares students to be supervisors in a challenging modern workplace. This book is based on the premise that organizational variables including diversity in the workforce, computer and communication technology, and the design of organization structures are constantly changing
Download or read book Thrive The Creative s Guidebook to Professional Tenacity written by Cyndi Coon and published by . This book was released on 2017-12-31 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: Rooted in the author's experience as an entrepreneur and creative professional, Thrive! The Creative's Guidebook to Professional Tenacity helps those in creative fields acquire the skills and tools needed to successfully market their talents and manage their careers. Speaking directly to how creatives think about and conduct business, the text is filled with engaging and accessible exercises, strategies, and tips. The six units cover branding, searching for clients, asserting the value of creative work, pitching your talents, leveraging social and other media, managing finances and taxes, and more. Each chapter includes business terms creatives need to know, action tasks to prepare for the professional work ahead, and specific guidance about how the content can be applied in the real world. Fresh and innovative, Thrive! The Creative's Guidebook to Professional Tenacity understands the importance of speaking to creative professionals in their own language, and showing them how to leverage their outside-the-box skills to achieve professional and financial success. The book is ideal for anyone studying or working in the fields of art and design, or any creative endeavor. The founder and chief executive officer of Laboratory5 Inc., a creative production company, Cyndi Coon has twenty years of experience working as an artist, educator, speaker, and writer, and has taught professional practices at Arizona State University. In addition to her work with the university, she regularly conducts workshops and professional training on aspects of creativity and the creative fields. Her education includes studies at Kendall College of Art and Design, the New School for Social Research in New York, and the Accademia Di Bella Arti in Perugia, Italy. She is the author of Art that Pops and Guerrilla Success.
Download or read book Human Relations written by Lowell H. Lamberton and published by McGraw-Hill Humanities, Social Sciences & World Languages. This book was released on 2002 with total page 678 pages. Available in PDF, EPUB and Kindle. Book excerpt: Human Relations: Strategies for Success covers both new and time-tested theories of human relations, and shows the relationship between human relations skills and career success in one-on-one situations, groups, and organizations. Self-esteem, self-awareness, attitude, motivation, and values are covered as the text explores the personal side of human relations and how it relates to management theory. Human Relations: Strategies for Success stresses the human relations skills and management principles essential to functioning successfully in a global business environment.
