Customer Service: Skills for Success: 2026 Release ISE

PART ONE THE PROFESSION 1. The World of Customer Service 
2. Contributing to the Service Culture PART TWO SKILLS FOR SUCCESS 
3. Verbal Communication Skills 
4. Nonverbal Communication Skills 
5. Listening to the Customer 
PART THREE BUILDING AND MAINTAINING RELATIONSHIPS 
6. Customer Service and Behavior 
7. Service Breakdowns and Recovery 
8. Customer Service in a Diverse World 
9. Customer Service via Technology 
10. Encouraging Customer Loyalty 
PART FOUR RETAINING CUSTOMERS 
Bonus Chapters can be found in SmartBook or in the Instructor Resources within Connect: 
11. Managing Your Time
12. Managing Your Stress 
13. Customer Service through Written Means

Lucas’ top-selling and award-winning Customer Service: Skills for Success offers a comprehensive guide combining practical strategies, real-world insights, and interactive tools. Chapters are divided into four parts, focused on key aspects of customer service: 1) The Profession 2) Skills for Success, 3) Building and Maintaining Relationships, and 4) 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. Integrated with McGraw Hill Connect, Customer Service: Skills for Success offers adaptive learning resources with SmartBook®, Application-Based Activities for real-world practice, and case studies to reinforce key concepts and measurable outcomes.