Customer Service: Building Successful Skills for the Twenty-First Century, 3/e
Robert W. Lucas
ISBN: 0072938056 Copyright year: 2005
Feature Summary
New Features:
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.
Retained Features:
Interviews with customer service professionals, called From
the Frontline, answer questions about careers in customer service, give
tips for new professionals,
and tell how to provide excellent customer service.
Quick Previews give students
an opportunity to assess their knowledge before reading each chapter.
Customer Service Reflection activities give students the
opportunity to assess their own skills. These activities emphasize the
SCANS competencies.
Work It
Out activities present questions about particular exercises, figures,
or customer service topics. These activities provide a basis for individual
or small group work and help students to extend their learning to the
next
level.
Search It Out activities ask students to enter key words to obtain
additional information from the Internet, enlivening their learning through
enhanced research.
In
Face to Face, students are asked to assume a role in a real-life problem
or customer service scenario. Short discussion questions following the
scenario encourages active class discussions. These role-playing exercises
allow students
to see the practical applications of the material.
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