Free Ebook Customer Service Skills for Success - Standalone Book
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Customer Service Skills for Success - Standalone Book
Free Ebook Customer Service Skills for Success - Standalone Book
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About the Author
Robert W. Lucas earned a B.S. in law enforcement from the University of Maryland in College Park; an M.A. with a focus in human resources development from George Mason University in Fairfax, Virginia; and a second M.A. in management and leadership from Webster University in Orlando, Florida. He is an internationally known award-winning author and learning and performance expert who specializes in workplace performance-based training and consulting services. Professor Lucas has more than four decades of experience in human resources development, management, and customer service. He has written and contributed to 36 books, training video leaders’ guides, and compilations. He also has taught training and development, diversity, and interpersonal and organizational communication at the master’s level for almost two decades at Webster University.
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Product details
Paperback: 464 pages
Publisher: McGraw-Hill Education; 6 edition (February 3, 2014)
Language: English
ISBN-10: 9780073545462
ISBN-13: 978-0073545462
ASIN: 0073545465
Product Dimensions:
8.6 x 0.7 x 10.7 inches
Shipping Weight: 1.4 pounds (View shipping rates and policies)
Average Customer Review:
4.0 out of 5 stars
49 customer reviews
Amazon Best Sellers Rank:
#94,479 in Books (See Top 100 in Books)
This book is absolutely terrible. On top of being as overpriced as every other textbook ever, it also takes itself *way* too seriously. For one example, which is what this review will center on, Chapter 6 talks about four Behavioral Styles - Rational, Inquisitive, Decisive and Expressive. The chapter says that you should try to determine what type of personality a customer may have in order to better deal with them, but yet to not take it too seriously, since people may display traits from other personality types as well.The catch? Well, at least to me, it really seems like Lucas simply made all of this up. I'm serious. At first he talks about research done by the likes of Carl Jung, but Lucas never makes a good connection between that and the specific four personality types that he lists as fact.Try googling those four terms ("Rational, Inquisitive, Decisive, Expressive") and as surely as clockwork, THIS book is the only result where it will show up. Being a college student, I also have access to professional databases like EBSCO and Academic OneFile, and I looked there too - nothing. Nothing at all. I cannot find those behavioral styles he was writing about anywhere. No Google result, no publication, nothing. The closest things I was able to find were a few random business articles with terms similar (but not exactly the same) to the book, but certainly nothing credible. I simply cannot find where Lucas got his information for his Behavioral Styles that he's passing off as fact.I mean, especially since he basically states that you can't take them *too* seriously anyway, since people apparently display attributes from all four - using Occam's Razor, wouldn't it be easier to just assume that these behavioral styles simply don't exist at all? If people display attributes of all four anyway, why was it even brought up? What practical use does this information have?And for that matter, if this author is okay with giving off useless, baseless information, why should I take anything in this book seriously, then? Why should I trust that Lucas is a credible source of information for *anything* if he apparently (to some extent anyway) just made some random crap up for this book? Why couldn't I just use the (much, much more credible) information available in the academic databases I have access to for the class I'm taking and just forget this useless textbook?Oh, right, I forgot - I'm a student. I'm *forced* to treat these awful textbooks like absolute fact without even questioning it, or else I can't get my degree! Yay education!For real, only get this textbook if you're forced to.
Book arrived on time. Classes started today, and the other than the front cover being torn I'm satisfied with the purchase
My daughter ended up getting three of these books she only ordered one but they came in great condition
Good book. Rented for my daughter for college class.
This book was easy to read and required for one of my classes. Amazon had the best price.
Correct textbook for my course. Arrived promptly. Good condition. Best price.
Every time we are in need of college resource materials we know where to check FIRST! Amazon is an amazing resource for our family! Also, we love the clear easy renewal/return support to the customer. Thank you!
It was an easy read.
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