ROBERT (BOB) W. LUCAS is the principal at Robert W. Lucas Enterprises and an internationally known author and learning and performance expert who specializes in workplace performance-based training and consulting services. He has four decades of experience in customer service, human resources development, and management in a variety of organizational environments. Throughout his career, he has lived, traveled, and worked in 25 different countries and geographic areas.

Currently, Bob is on the board for the Florida Authors and Publishers Association. In 1995 and 2011, he was the president of the Central Florida Chapter of the American Society for Training and Development (ASTD). During the past 20 years, Bob has shared his knowledge with workplace professionals from organizations such as Walt Disney World, SeaWorld, Martin Marietta, and Wachovia Bank in the Webster University Master of Arts program in Orlando, Florida. In addition, Bob has provided consulting and training services to numerous major organizations on a variety of workplace learning topics. These topics range from customer service, presentation skills, creative training and management program development, train-the-trainer, interpersonal communication, adult learning, diversity, and team building to and including employee and organizational development. Bob regularly gives presentations to various local and national groups and organizations.

Listed in Who's Who in the World, Who's Who in America, and Who's Who in the South & Southeast, Bob is also an avid writer. This text is the top-selling textbook on the topic of customer service in the United States. He has also written and contributed to 30 other books, including: Please Every Customer: Providing Stellar Customer Service Across Cultures and How to Be a Great Call Center Representative.

Additionally, Bob has been a contributing author for the Annual: Developing Human Resources series by Pfeiffer & Company since 1992 and several compilation works by various publishers.

Bob earned a Bachelor of Science degree in Law Enforcement from the University of Maryland; an M.A. degree with a focus in Human Resources Development from George Mason University in Fairfax, Virginia; and a second M.A. degree in Management and Leadership from Webster University in Orlando, Florida. Further, Bob was one of the first people in the world to attain the ASTD designation of Certified Professional in Learning and Performance (CPLP) in 2006.