Customer Service: Skills for Success

Customer Service: Skills for Success, 8th Edition, is a textbook by Robert W. Lucas that provides practical strategies, real-world insights, and interactive tools for service environments. Published by McGraw-Hill Higher Education, the volume outlines foundational service concepts and professional practices.

The text organizes its coverage across four core parts: the profession, skills for success, building and maintaining relationships, and retaining customers. Throughout these sections, the material presents implementation tips, case scenarios, and practical activities designed to help learners apply service concepts to workplace situations.

Instructional support is expanded through McGraw Hill Connect, which integrates SmartBook adaptive learning resources, application-based activities, and case studies to reinforce key concepts and measurable outcomes.