Bob's Books |
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Please Every Customer: Delivering Stellar Service Across Cultures by Robert W. Lucas
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Deliver valuable service to a new world of customers!As the economy globalizes, customers are becoming more and more diverse—making your job harder than ever. Regardless of differences in language, values, age, abilities and other factors the pressure is on to deliver exceptional customer service every step of the way to every customer. Help is here. Please Every Customer delivers key information about how people of different cultures and groups communicate, view relationships, approach business, and value time—so you can provide the best service for each of your customer’s needs and expectations. Whatever nationality, age, or gender of your customer, Please Every Customer gives you the tools to:
The age-old customer-service maxim “the customer is always right” isn’t enough anymore. Use Please Every Customer as your roadmap to the new world of customer service. |
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The Creative Training Idea Book:
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From the author of the popular Big Book of Flip Charts comes a definitive reference of creative ideas, strategies and techniques guaranteed to enhance any adult learning environment. Based on the author's three decades of training experience, this invaluable resource gives trainers the tools to adopt a fun, energetic approach that will make for a stimulating learning environment. Readers will learn new methods for:
Filled with checklists, forms, resources, and dozens of "Bright Idea" blurbs, The Creative Training Idea Book will help trainers and trainees achieve maximum learning results. |
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How to Be a Great Call Center Representative by Robert W. Lucas
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Finally! There is now an effective resource for organizations, trainers and individuals involved in call center service. The program can be used by individuals to learn how to be an effective service representative, or by organizations needing a training sourcebook, or to supplement organizational learning materials and programs. In this course, users will learn what technology-based customer service is all about --- a brief history, terminology, CSR competencies required, and interpersonal skills necessary to be successful in dealing with a variety of customer service situations. The Successful Call Center Representative gives the tools needed to feel confident in handling customers, and the foundation for future growth and advancement. Because of the diverse ways in which technology is being used to serve customer in various industry call centers, the material covered in this course is fairly generic so that it can be adapted to most call center and customer care environments. Additionally, there are numerous local, state, and federal guidelines to which call center employees must adhere. By following information provided by supervisors or team leaders and using what is learned in How to be a Great Call Center Representative to supplement and enhance knowledge and skills, users can begin immediately providing quality customer service. Included in the price is an examination that can be taken and forwarded to The American Management Association for grading and issuance of a certificate. Also, users have a specially created AMA web-site for support and questions arising as they take the course. No other product on the market gives all this!! |
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The fifth edition of this best-selling customer service text has revised content and added features to help identify common customer service issues and provide proven strategies to address them. The focus of the ten-chapter book is to raise awareness, prompt thinking, give many step-by-step suggestions for service improvement, and provide readers with a valuable reference for information on how your organization can deliver service excellence. The information contained in the book will benefit you whether you are new to dealing with others in a in a service environment or are more experienced with internal (e.g. coworkers or other employees) and external (e.g. consumers, vendors, other end users of products, suppliers, businesses, dealers, and distributors) customer encounters. For educators who adopt the book as a textbook, there is a dedicated website with instructor notes, PowerPoint® slides for each chapter, video vignettes to support classroom discussion, and a test bank of questions. |
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The Big Book of Flipcharts by Robert W. Lucas
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Despite all the razzle-dazzle technology around, there's still no more lively, informative, and audience-friendly way to make an impact than with flip charts. But using flip charts well is a skill that must be developed. In this comprehensive handbook, professional trainer and communications expert Bob Lucas explains the basic design principles and techniques that professionals use to make impressive flip charts-the simple "tricks of the trade" that make an impact all the way to the back of the room. In addition to tips on drawing and displaying great-looking flip charts, Lucas explains how flip charts can help make you a better facilitator. Over two dozen creative flip-chart-based group activities are included to help you lead a brainstorming, team building, or problem-solving session. Each activity uses flip charts to draw out the best ideas and creative thinking from your group. For presenters who want to jazz up their "text only" flip charts, but don't know how to draw, dozens of ready-to-copy flip chart graphics, icons, and templates make it easy to create something special with minimal effort. You'll learn how to use lettering in an attractive and impactful way; understand spacing, use color and creative fonts. The Big Book of Flip Charts is the ultimate reference guide for flipcharts, covering not just writing and displaying techniques but layout and graphics, as well as flip chart facilitation activities. |
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Job Strategies for New Employees by Robert W. Lucas
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New employees face many challenges when joining an organization or moving into a new position, department, or team. The Number 1 issue faced by someone in that position, in any organization, is how to communicate and effectively interact with others. The goal of Job Strategies for New Employees is to help avoid some of the mistakes that could be made when taking on a new task or position. Organizations also have much to gain by helping ensure that new employees fit into the workplace culture. With the amount of time, effort, and money spent recruiting, interviewing and orienting new staff members, it makes sense to try to give them all the available tools possible so that they can succeed. By providing a copy of Job Strategies for New Employees to each new hire along with a "Welcome" letter, organizations send a message of concern and commitment that can often make the difference during that tenuous transition period in the first few months on the job. |
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Training Skills for Supervisors by Robert W. Lucas
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More than ever, today's supervisors are assuming the key roles of trainer and coach to their staff. As today's employees are increasingly expected to learn new skills, take on additional responsibilities, and continue to help increase bottom-line profit, their managers are being asked to lead and train them. Many supervisors shy away from training because they feel unprepared or uncomfortable making group presentations and providing one-on-one coaching. Training Skills for Supervisors shows supervisors new to training-or ones who want to expand their knowledge of adult learning and training - techniques to better transfer knowledge and skills to their employees. Whether making group presentations or coaching one-on-one, this book provides the information and insights your need to make your job as a trainer easier and more effective. |
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People Strategies for Trainers: 176 Tip and Techniques for Dealing with Difficult Classroom Situations by Robert W. Lucas
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Whether you've taught one class or thousands, you already know that all learners are not created equal. Are you able to create a learning environment where every participant is getting maximum value, or are you letting different styles, attitudes, and circumstances affect your sessions? People Strategies for Trainers is packed with practical techniques to help you reconcile a variety of issues, such as dealing with participants from different generations, those with disabilities, and those who speak English as a second language. Of course, there are also show offs, clowns, and "experts" agitators and revolutionaries, poor listeners and distracted participants, latecomers and unprepared students. People Strategies for Trainers will help you manage all of these and many others, ensuring an engaging and dynamic learning environment. This valuable resource also gives you easy-to-use tools for creating your training materials; creative strategies for grouping learners and selecting volunteers; and a variety of interactive room arrangements to help foster group learning. Plus, you'll get a concise and applicable overview of Abraham Maslow's Hierarchy of Needs Theory of Motivation, which will help you better understand what drives your participants to learn. A powerful combination of the latest thinking and real-world solutions, People Strategies for Trainers will help you build a learning environment in which all of your participants can realize their full potential. |
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Creative Learning: Activities and Games That REALLY Engage People by Robert W. Lucas
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Written by master trainer Bob Lucas, this book provides a wealth of new activities and games that can be used by trainers, presenters and educators in virtually any type of indoor learning environment. Lucas presents the theory and concepts behind using games and activities and discusses the research that supports the case for focusing on brain-based (active) learning, and the benefits of adding fun and novelty to the learning environment in order to enhance transfer of learning from the classroom to the workplace. He also offers guidance on the possible scenarios when these brain-based games might be appropriate. The remainder of the book offers a creative collection of activities for use throughout any training event. The book includes "getting started" activities to build and continue momentum and useful ways to create a bridge from learning to application.
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Coaching Skills: A Guide for Supervisors by Robert W. Lucas
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Coaching can play a significant role in maximizing employee performance. It can also be instrumental in improving management performance. Now, with this practical guide, you'll discover the essentials of coaching, including how to do it, when to do it, and why it is necessary in today's business environment. This book also addresses ways to coach employees with special needs, including underachievers, overachievers, and those with disabilities. With Coaching Skills, you'll understand how to develop an effective action plan for improving communication, trust, and cooperation between you and those you manage or supervise. |
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Effective Interpersonal Relationships by Robert W. Lucas
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To remain competitive and to position yourself as an asset to your organization and customers, you must develop and strengthen your interpersonal skills. Every day you come in contact with a variety of people in the workplace: employees, peers, your supervisor, customers and vendors. And in each of these contacts, both you and the other person walk away with an opinion about the encounter. Whether your encounter will be a success or failure depends on the strength of your interpersonal skills. Effective Interpersonal Relationships provides tools for developing, refining, and building your interpersonal skills, and guides you through the key points to effective communication. Filled with valuable tips, examples, and scenarios, this handy book offers practical advice on how to build rapport, trust, and respect on the job through better communication, improved listening skills and conflict management. |
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