Customer Service Skills for Success 7Th Edition By Robert Lucas – Test Bank

ROBERT (BOB) W. LUCAS is an internationally recognized, award-winning author and learning and performance expert who specializes in workplace performance- based training and consulting services. He is the principal of Robert W. Lucas Enterprises and owner of Success Skills Press. For over four decades, Bob has imparted his knowledge and expertise as a trainer and consultant. He has conducted training sessions for thousands of workplace professionals in a variety of industries from national and international organizations. He also lectured for over 15 years as an adjunct professor in the Human Resource Development Master of Arts program at Webster University and frequently delivers educational sessions to numerous local and national groups. Additionally, Bob has headed or been a part of the boards of the Central Florida Chapter of the Association for Talent Development, the Florida Safety Council, Leadership Seminole, and the Florida Authors and Publishers Association. Recently, Bob has dedicated much of his time to self-publishing books on a variety of skills topics and composing four blogs (Customer Care Competencies, Innovative Training, Nonfiction Writing, and Cruising). His areas of expertise include customer care, innovative training and management program development, presentation skills, interpersonal communication, adult learning, and diversity. He has been featured in Who’s Who in the World, Who’s Who in America, and Who’s Who in the South & Southeast and is an enthusiastic writer. In addition to this publication, he has written and contributed to 39 books and compilations and has authored over 1,000 articles. Some of his other titles include Please Every Client: Delivering Stellar Customer Service Across Cultures and How to Be an Excellent Call Center Representative. Bob attained a Bachelor of Science degree in law enforcement from the University of Maryland; an M.A. degree with a concentration 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.