Customer Service, 4/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.
Robert (Bob) W. Lucas, B.S., M.A., M.A., CPLP
Bob Lucas is a founding Managing Partner for Global Performance Strategies, LLC --- an organization specializing in workplace performance-based training and consulting services and has over three decades of experience in human resources development, management and customer service in a variety of organizational environments. He is also the 2011 President of the Central Florida Chapter of the American Society for Training and Development (ASTD); a position he held in 1995. Bob has lived, traveled and worked in nineteen different countries. His experience gives him a real-world perspective on the application of theory he has studied and used.
In addition to having the top selling customer service textbook in the United States with McGraw-Hill, Bob has written and contributed to thirty-one other books and compilations. For the past seventeen years, he has also shared his knowledge with workplace professionals from organizations such as Walt Disney World, SeaWorld, Martin Marietta, and Wachovia Bank in the Webster University Master of Arts program in Orlando, Florida. In addition, he has provided consulting and training services to numerous major organizations on a variety of workplace learning topics, such as customer service, presentation skills, creative training and management program development, train-the-trainer, interpersonal communication, adult learning, diversity, team building, and employee and organizational development. Bob regularly gives regular presentations to various local and national groups and organizations, such as, ASTD and the International Alliance for Learning.
Listed in the Who's Who in the World, Who's Who in America and Who's Who in the South & Southeast,
Bob is also an avid writer. His publications include:
-Please Every Customer: Delivering Stellar Customer Service across Cultures
-Energize Your Training: Creative Techniques to
Engage Learners
-Customer Service Skills for Success
-Training Workshop Essentials: Designing,
Developing and Delivering Learning Events That
Get Results
-Creative Learning: Activities and Games That
REALLY Engage People
-People Strategies for Trainers: 176 Tips &
Techniques for Dealing with Difficult Classroom
Situations
-The Creative Training Idea Book: Inspired Tips &
Techniques for Engaging and Effective Learning
-The BIG Book of Flip Charts
-How to be a Great Call Center Representative
-Customer Service Skills & Concepts for Success
-Customer Service: Building Successful Skills for the
21st Century
-Job Strategies for New Employees
-Communicating One-to-One: Making the Most of
Interpersonal Relationships
-Coaching Skills: A Guide for Supervisors
-Effective Interpersonal Relationships
-Training Skills for Supervisors
-Customer Service: Skills and Concepts for Business.
Additionally, Bob has been a contributing author for the Annual: Developing Human Resources series by Pfeiffer & Company since 1992 and several compilation works by other publishers. From 1991-2010 he taught a variety of topics at the Masters level at Webster University and several other institutions of higher learning.
Bob has earned a Bachelor of Science degree in Law Enforcement from the University of Maryland, a 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.
Contact Information:
Bob Lucas
(407)695-5535
blucas@globalperformancestrategies.com
http://www.globalperformancestrategies.com
