21st Century Business: Customer Service, Student Edition, by Careers Solutions Training Group (Cengage 2020)

The 21ST CENTURY BUSINESS SERIES is an innovative instructional program providing instructors with the greatest flexibility to deliver business content using a modular format. Instructors can create their own business courses by combining several Learner Guides in the Series to form one-semester or two-semester courses. The individual Learner Guides can also be used as enhancements to more traditional business courses or to tailor new courses to meet emerging needs. The design and content of each Learner Guide in the 21ST CENTURY BUSINESS SERIES is engaging yet easy for students to use. The content focuses on providing opportunities for applying 21st skills while enabling innovative learning methods that integrate the use of supportive technology and creative problem solving approaches in today's business world. The CUSTOMER SERVICE LEARNER GUIDE includes information on customer service skills needed to succeed such as problem solving, time management, listening, and stress management. Also incorporated into the Learner Guide is the importance of being able to communicate using new technology and how it affects the role of customer service.