Robert Lucas - Customer Service Skills for Success

EIGHTH EDITION

CUSTOMER SERVICE

SKILLS FOR SUCCESS Page i

Robert W. Lucas

CUSTOMER SERVICE Page ii

Published by McGraw Hill LLC, 1325 Avenue of the Americas, New York, NY 10019. Copyright 2023 by Robert W. Lucas. All rights reserved. Printed in the United States of America. No part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written consent of McGraw Hill LLC, including, but not limited to, in any network or other electronic storage or transmission, or broadcast for distance learning.

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ISBN 978-1-265-03753-6

MHID 1-265-03753-1

Cover Image: Rawpixel.com/Shutterstock

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PERSONAL BIOGRAPHY

ROBERT (BOB) W. LUCAS is an internationally known, award-winning author and learning and performance expert who specializes in workplace performance-based training and consulting services. He is the principal of Robert W. Lucas Enterprises and owner of Success Skills Press.

For over four decades, Bob has shared his knowledge and expertise as a coach and consultant. He has facilitated training sessions for thousands of workplace professionals in a variety of industries from national and international organizations. He also taught for over 15 years as an adjunct professor in the Human Resource Development Master of Arts program at Webster University and regularly presents educational sessions to various local and national groups. In addition, Bob has led or served on the boards of the Central Florida Chapter of the Association for Talent Development, the Florida Safety Council, Leadership Seminole, and the Florida Authors and Publishers Association. Page iii

Ashton Photography

In recent years, Bob has dedicated much of his time to self-publishing books on a variety of skills topics and writing four blogs ( Customer Service Skills , Creative Training , Nonfiction Writing , and Cruising ). His areas of expertise include customer service, creative training and management program development, presentation skills, interpersonal communication, adult learning, and diversity. He has been listed in Whos Who in the World, Whos Who in America, and Whos Who in the South & Southeast and is an avid writer. In addition to this book, he has written and contributed to 39 books and compilations and has published over 1,000 articles. Some of his other titles are Please Every Customer: Delivering Stellar Customer Service Across Cultures and How to Be a Great Call Center Representative.

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.

BRIEF CONTENTS Page iv

BONUS CHAPTERS Bonus Chapters can be found in SmartBook or in the Instructor Resources within Connect:

Contents

Page v

Page vi

Page vii

Page viii

The following Bonus Chapters can be found in SmartBook or in the Instructor Resources within Connect:

PREFACE

New to This Edition

Every Chapter

Beginning of each section has new Customer Service Interviews with small service business owners Page ix

Updated research and statistics throughout text

Updates and addition of new Trending Now sections in many chapters

Chapter 1

Updated In the Real World chapter-opening case study (Amazon.com)

New Think About It

Updated research and statistics throughout chapter

Updated Key Developments box highlighting developments that impacted the customer service profession

Expanded definitions of service-related terminology

New Trending Now segments added

Added new information on pay and positions for customer service representative occupations

Updated subhead area Growth of the Service Sector and changed that header to Changes in the Service Sector

Added content on working in remote teams

Included sections related to serving during the COVID-19 pandemic

Updated discussion of Global Economic Shifts impacting customer service

Revised Components of a Customer Service Environment model

Included content on Strategies for a Successful Job Interview

Additional Work It Out section

Addition of section on Shifts in Consumer Needs, Wants, and Expectations

Addition of suggestions for dealing more effectively with Internal Customers

Additional Customer Service Tips

Expanded discussion of small business trends and customer service

Updated Small Business Perspective section to include content related to the COVID-19 pandemic

Additional Search It Out resources

Revised Collaborative Learning Activities section

Chapter 2

Changed In the Real World chapter-opening case study to Target

New Think About It

Updated research and statistics Page x

Updated Sample Mission Statements

Additional Trending Now segments added

New Customer Service Success Tip added

Revised Positive Communication Model

Updated Eleven Strategies for Developing and Promoting a Positive Service Culture section

Provided additional Collaborative Learning Activities

Chapter 3

New In the Real World chapter-opening case study (GEICO Insurance)

New Think About It

Revised definitions related to service terminology

Additional Customer Service Tips

Additional Trending Now segments

Updated research and statistics

Expanded The Importance of Effective Communication section

Revised Guidelines for Providing Positive Feedback

Small Business Perspective segment expanded and updated

Additional Search It Out activity resources

Updated Collaborative Learning Activities section

Chapter 4

Interview by customer service industry professional

Updated In the Real World chapter-opening case study (American Express)

Updated Think About It

Addition of Words to Live By quote

Addition of Impact of Masks on Service figure with Dos and Donts when serving with protective masks

Expanded definitions related to service terminology

Additional Customer Service Tips

Additional Trending Now segments

Revised Work It Out 4.3Adding Emphasis to Words

Updated research and statistics

Additional Search It Out activity resources

Chapter 5

New In the Real World chapter-opening case study (Nordstrom)

New Think About It