Robert (Bob) W. Lucas, B.S., M.A., M.A., CPLP
Bob Lucas is an internationally-known award-winning author who has written and contributed to thirty-nine books, compilations, video training manuals and hundreds of articles. He is also the owner of Success Skill Press, a micro-publishing company and Principal at Robert W. Lucas Enterprises — a learning and performance consulting firm. He has four decades of experience in and customer service, human resources development, and management in a variety of organizational environments.
For over two decades Bob has shared his knowledge with workplace professionals from organizations such as Walt Disney World, SeaWorld, Martin Marietta, and Wachovia Bank in the Webster University Master of Arts program in Orlando, Florida. In addition, Bob has provided consulting and training services to numerous major organizations on a variety of workplace learning topics.
These topics range from personal branding, customer service, presentation skills, creative training and management program development, train-the-trainer, interpersonal communication, adult learning, diversity, team building, to and including employee and organizational development. Bob regularly gives presentations to various local and national groups and organizations such as ASTD (formerly the American Society for Training and Development), Florida Writers Association, and the Florida Authors and Publishers Association.
Bob was the 1995 and 2011 President of the Central Florida Chapter of the American Society for Training and Development (ASTD). Bob has lived, traveled and worked in 62 different countries and geographic areas.
Listed in Who’s Who in the World, Who’s Who in America and Who’s Who in the South & Southeast, Bob is also an avid writer. His book – Customer Service Skills for Success— has been the top-selling textbook on the topic since 2001.
His other publications include:
-The Complete Guide to Ocean Cruising: Everything You Need to Know for a Great Vacation
The Survivor’s Family Guide: A Resource for Loved Ones After Your Passing
-231 Ways to Say I Love You…and Mean It
-Make Money Writing Books: Proven Profit Making Strategies for Authors
-Please Every Customer: Delivering Stellar Customer Service across Cultures
-Energize Your Training: Creative Techniques to Engage Learners
-Training Workshop Essentials: Designing, Developing and Delivering Learning Events That Get Results
-Creative Learning: Activities and Games That REALLY Engage People
-People Strategies for Trainers: 176 Tips & Techniques for Dealing with Difficult Classroom Situations
-The Creative Training Idea Book: Inspired Tips & Techniques for Engaging and Effective Learning
-The BIG Book of Flip Charts
-How to Be a Great Call Center Representative
-Customer Service Skills & Concepts for Success
-Customer Service: Building Successful Skills for the 21st Century
-Job Strategies for New Employees
-Communicating One-to-One: Making the Most of Interpersonal Relationships
-Coaching Skills: A Guide for Supervisors
-Effective Interpersonal Relationships
-Training Skills for Supervisors
-Customer Service: Skills and Concepts for Business.Additionally, Bob has been a contributing author for the Annual: Developing Human Resources series by Pfeiffer & Company since 1992 and several compilations by various publishers.
Bob earned a Bachelor of Science degree in Law Enforcement from the University of Maryland, an M.A. degree with a focus 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. Further, Bob was one of the first people in the world to attain the ASTD designation of Certified Professional in Learning and Performance (CPLP) in 2006.
