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ISE Customer Service Skills for Success (Paperback, 8th edition)
Loot Price: R1,601
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ISE Customer Service Skills for Success (Paperback, 8th edition)
Expected to ship within 12 - 17 working days
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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.
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