Customer Service Skills for Success by Robert W. Lucas

294 pages - Item#: 802-001	ISBN: 978-0-07-354544-8
Retail $46.00	Our Price $41.40 ea.
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The fourth edition of this best-selling customer service text has revised content and added features to help identify common customer service issues and provide proven strategies to address them. The focus of the ten-chapter book is to raise awareness, prompt thinking, give many step-by-step suggestions for service improvement, and provide readers with a valuable reference for information on how your organization can deliver service excellence. The information contained in the book will benefit you whether you are new to dealing with others in a in a service environment or are more experienced with internal (e.g. coworkers or other employees) and external (e.g. consumers, vendors, other end users of products, suppliers, businesses, dealers, and distributors) customer encounters.

For educators who adopt the book as a textbook, there is a dedicated website with instructor notes, PowerPoint® slides for each chapter, video vignettes to support classroom discussion, and a test bank of questions.

Contents

The Profession

Chapter 1 – The Customer Service Profession

Chapter 2 – Contributing to a Service Culture

Skills for Success

Chapter 3 – Verbal Communication Skills

Chapter 4 – Non-Verbal Communication Skills

Chapter 5 – Listening to the Customer

Building and Maintaining Relationships

Chapter 6- Customer Service and Behavior

Chapter 7 – Service Breakdowns and Service Recovery

Chapter 8- Customer Service in a Diverse World

Chapter 9 – Customer Service Via Technology

Chapter 10 Encouraging Customer Loyalty

How to Be a Great Call Center Representative by Robert W. Lucas 

175 pages - Item#: 1002-007	ISBN 0-7612-1346-5
Retail $159.00	Our Price $139.95 ea.
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Finally! There is now an effective resource for organizations, trainers and individuals involved in call center service. The program can be used by individuals to learn how to be an effective service representative, or by organizations needing a training sourcebook, or to supplement organizational learning materials and programs.

In this course, users will learn what technology-based customer service is all about --- a brief history, terminology, CSR competencies required, and interpersonal skills necessary to be successful in dealing with a variety of customer service situations. The Successful Call Center Representative gives the tools needed to feel confident in handling customers, and the foundation for future growth and advancement.

Because of the diverse ways in which technology is being used to serve customer in various industry call centers, the material covered in this course is fairly generic so that it can be adapted to most call center and customer care environments. Additionally, there are numerous local, state, and federal guidelines to which call center employees must adhere. By following information provided by supervisors or team leaders and using what is learned in How to be a Great Call Center Representative to supplement and enhance knowledge and skills, users can begin immediately providing quality customer service.

Included in the price is an examination that can be taken and forwarded to The American Management Association for grading and issuance of a certificate. Also, users have a specially created AMA web-site for support and questions arising as they take the course. No other product on the market gives all this!!

Customer Service and the Telephone by Becker, D. & Becker, P.B.

94 pages - Item#: 995-511	ISBN: 0-7863-0224-0
Retail $10.95	Our Price $8.95 ea.

For anyone delivering customer service primarily on the telephone, this book is an excellent, concise guide to better service. It provides activities, exercises and techniques to help build effective telephone presence through sound speaking skills and the display of a positive phone attitude. Customer Service on the Telephone also provides a number of success strategies for handling upset callers and explains how to effectively use telephone technology.

Customer Service Excellence by MacNeill, D.

100 pages - Item#: 995-515	ISBN:1-55623-969-6
Retail $10.95	Our Price $8.95 ea.

Readers will find helpful approaches for developing and maintaining solid internal and external customer relationships. Offers dozens of reliable techniques for handling customer complaints, probing for customer needs, and satisfying customer expectations.

Multicultural Customer Service by Aguilar, L. & Stokes, L.

136 pages - Item#: 995-513	ISBN: 0-7863-0332-8
Retail $10.95	Our Price $8.95 ea.

In the ever-changing world of business, one principle remains constant: a satisfied, loyal customer is your most valuable asset. As the world becomes a smaller place, customer service providers are being faced with the challenge of meeting the diverse needs and expectations of a growing multilingual and multicultural customer population.

In Multicultural Customer Service: Providing Outstanding Service Across Cultures you will learn how to provide excellent service to individuals from a variety of backgrounds. By examining customer service scenarios, completing a series of self-assessment exercises, and reviewing case studies of organizations that have mastered multicultural customer service, you will develop the skills to make every customer feel "at home." Whether you have one customer or a million, this book will help you deliver the best customer service possible.

Building Customer Loyalty: How You Can Help Keep Customers Returning by Glanz, Barbara

Item#: 995-512	ISBN: 0-7863-0253-4
Retail $10.95	Our Price $8.95 ea.

Tips and techniques for offering superior service to clients and customers. Learn to create positive customer experiences, build lasting customer relations, attract new customers and retain current customers, and analyze positive and negative feedback to become a committed service person.