Customer Service Skills for Success

Lucas’ top-selling and award-winning 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 real-world  situations.

Customer Service 8e addresses many market changes  such as the impact of the COVID-19 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 they’ve learned to  real-world scenarios featuring companies such as Zappos, Ben &  Jerry’s, and Southwest Airlines. Additionally, Connect has role-playing  application-based 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.