Lucas topselling and awardwinning Customer Service 8e 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 text, readers discover tips for implementing proven customer service strategies, case scenarios, and activities to help apply concepts to realworld situations.Customer Service 8e addresses many market changes such as the impact of the COVID19 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 putting concepts into action through our integration digital learning platform, Connect. Connect provides revised case analyses that challenge students to apply what theyve learned to realworld scenarios featuring companies such as Zappos, Ben & Jerrys, and Southwest Airlines. Additionally, Connect has roleplaying applicationbased activities to help students demonstrate understanding of the key elements that will make customer interactions more successful and revised Language Toolkits geared toward helping students develop an understanding of key terms.

Binding: Paperback;990 pages; Publisher: McGraw-Hill Education; Classification: KJSU; Weight: 954 g; Dimensions: 275 x 216 x 22

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