Loose Leaf for Customer Service: Skills for Success by Lucas
US $100.99
ApproximatelyAU $150.90
Condition:
“Used book in good condition. Shows typical wear. Quick shipping. Satisfaction guaranteed!”
Postage:
Located in: Multiple Locations, United States
Delivery:
Estimated between Tue, 18 Jun and Mon, 24 Jun to 43230
Returns:
Payments:
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Seller assumes all responsibility for this listing.
eBay item number:386961312614
Item specifics
- Condition
- Good
- Seller notes
- “Used book in good condition. Shows typical wear. Quick shipping. Satisfaction guaranteed!”
- ISBN
- 9781265017668
- Publication Year
- 2022
- Type
- Textbook
- Format
- Ringbound
- Language
- English
- Subject Area
- Business & Economics
- Publication Name
- Loose Leaf for Customer Service: Skills for Success
- Publisher
- Mcgraw-Hill Education
- Subject
- Marketing / General, Commerce
- Item Weight
- 30.5 Oz
- Number of Pages
- 496 Pages
About this product
Product Information
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.
Product Identifiers
Publisher
Mcgraw-Hill Education
ISBN-10
1265017662
ISBN-13
9781265017668
eBay Product ID (ePID)
19057265111
Product Key Features
Publication Name
Loose Leaf for Customer Service: Skills for Success
Format
Ringbound
Language
English
Subject
Marketing / General, Commerce
Publication Year
2022
Type
Textbook
Subject Area
Business & Economics
Number of Pages
496 Pages
Dimensions
Item Weight
30.5 Oz
Additional Product Features
Edition Number
8
LCCN
2021-031275
Intended Audience
College Audience
Lc Classification Number
Hf5415.5.L83 2023
Grade from
College Freshman
Grade to
College Graduate Student
Table of Content
PART ONE: THE PROFESSION Chapter 1: The World of Customer Service Chapter 2: Contributing to the Service Culture PART TWO: SKILLS FOR SUCCESS Chapter 3: Verbal Communication Skills Chapter 4: Nonverbal Communication Skills Chapter 5: Listening to the Customer PART THREE: BUILDING AND MAINTAINING RELATIONSHIPS Chapter 6: Customer Service and Behavior Chapter 7: Service Breakdowns and Recovery Chapter 8: Customer Service in a Diverse World Chapter 9: Customer Service via Technology PART FOUR: RETAINING CUSTOMERS Chapter 10: Encouraging Customer Loyalty BONUS CHAPTERS Bonus Chapters can be found in the eBook or in the Instructor Resources within Connect: Chapter 11: Managing Your Time Chapter 12: Managing Your Stress Chapter 13: Customer Service through Written Means
Copyright Date
2023
Item description from the seller
Seller assumes all responsibility for this listing.
eBay item number:386961312614
Postage and handling
Item location:
Multiple Locations, United States
Posts to:
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Excludes:
Afghanistan, Algeria, Argentina, Bahrain, Barbados, Brazil, Chile, China, Colombia, French Guiana, French Polynesia, Guadeloupe, Iraq, Ireland, Jordan, Kuwait, Libya, Martinique, New Caledonia, Oman, Philippines, Reunion, Russian Federation, Saudi Arabia, South Africa, Sri Lanka, Turkey, Ukraine, United Kingdom, Uruguay, Uzbekistan, Venezuela, Yemen
| Postage and handling | To | Service | Delivery*See delivery notes |
|---|---|---|---|
| US $9.99 (approx. AU $14.93) | United States | Economy postage (USPS Media MailTM) | Estimated between Tue, 18 Jun and Mon, 24 Jun to 43230 |
| US $19.99 (approx. AU $29.87) | United States | Expedited Shipping | Estimated between Mon, 17 Jun and Sat, 22 Jun to 43230 |
| Handling time |
|---|
| Will usually post within 3 business days of receiving cleared payment. |
| Taxes |
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| Seller charges sales tax in |
Return policy
| Item must be returned within | Refund will be given as |
|---|---|
| 30 days after the buyer receives it | Money back |
The buyer is responsible for return postage costs.
You must return items in their original packaging and in the same condition as when you received them. If you don't follow our item condition policy for returnsitem condition policy for returns, you may not receive a full refund.
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Seller Feedback (100,816)
s***m (48)- Feedback left by buyer.
Past 6 months
Verified purchase
Between confusing my tracking information for another order (making me think my package had been delivered states away), my book having completely different cover art than the image used in the eBay listing, my book not being packed well and suffering some damage, as well as the other shady behavior listed in other reviews (like my book coming from Amazon and the seller immediately jacking up the price of the original listing after my purchase), I'd say this is a shady seller to entirely avoid.
a***b (379)- Feedback left by buyer.
Past 6 months
Verified purchase
Book was as described. Charged a lot for shipping and never gave any tracking information. Also, this book was sold to me before they had it in hand apparently. A packing slip for Amazon was found with a cheaper price and later date than when I bought the book.
c***4 (50)- Feedback left by buyer.
Past month
Verified purchase
It’s a great book, but this one I received was not in the condition it was advertised. When it arrived, a cheaper price tag was left on it for this reason but I was never refunded the original/ higher amount that I paid for a better quality book. Seller did not resolve. Very disappointed.
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