Download PDF Loose Leaf for Customer Service Skills for Success Robert W Lucas Books

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Product details Paperback 480 pages Publisher McGraw-Hill Education; 7 edition (January 8, 2018) Language English ISBN-10 1260157539

Loose Leaf for Customer Service Skills for Success Robert W Lucas Books Reviews

• This book is absolutely terrible. On top of being as overpriced as every other textbook ever, it also takes itself *way* too seriously. For one example, which is what this review will center on, Chapter 6 talks about four Behavioral Styles - Rational, Inquisitive, Decisive and Expressive. The chapter says that you should try to determine what type of personality a customer may have in order to better deal with them, but yet to not take it too seriously, since people may display traits from other personality types as well.
  
  The catch? Well, at least to me, it really seems like Lucas simply made all of this up. I'm serious. At first he talks about research done by the likes of Carl Jung, but Lucas never makes a good connection between that and the specific four personality types that he lists as fact.
  
  Try googling those four terms ("Rational, Inquisitive, Decisive, Expressive") and as surely as clockwork, THIS book is the only result where it will show up. Being a college student, I also have access to professional databases like EBSCO and Academic OneFile, and I looked there too - nothing. Nothing at all. I cannot find those behavioral styles he was writing about anywhere. No Google result, no publication, nothing. The closest things I was able to find were a few random business articles with terms similar (but not exactly the same) to the book, but certainly nothing credible. I simply cannot find where Lucas got his information for his Behavioral Styles that he's passing off as fact.
  
  I mean, especially since he basically states that you can't take them *too* seriously anyway, since people apparently display attributes from all four - using Occam's Razor, wouldn't it be easier to just assume that these behavioral styles simply don't exist at all? If people display attributes of all four anyway, why was it even brought up? What practical use does this information have?
  
  And for that matter, if this author is okay with giving off useless, baseless information, why should I take anything in this book seriously, then? Why should I trust that Lucas is a credible source of information for *anything* if he apparently (to some extent anyway) just made some random crap up for this book? Why couldn't I just use the (much, much more credible) information available in the academic databases I have access to for the class I'm taking and just forget this useless textbook?
  
  Oh, right, I forgot - I'm a student. I'm *forced* to treat these awful textbooks like absolute fact without even questioning it, or else I can't get my degree! Yay education!
  
  For real, only get this textbook if you're forced to.
• Book arrived on time. Classes started today, and the other than the front cover being torn I'm satisfied with the purchase
• My daughter ended up getting three of these books she only ordered one but they came in great condition
• Good book. Rented for my daughter for college class.
• This book was easy to read and required for one of my classes. had the best price.
• Correct textbook for my course. Arrived promptly. Good condition. Best price.
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• It was an easy read.