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Description
Updated edition of this popular text introducing the fundamental principles and concepts of customer service and presenting them in an Irish context.
- New to this edition:
- DX Ireland customer service case study
- The impact of technology on customer service
- The value of nurturing customer trust and loyalty.
- Role play guidelines and exercises prompt students to engage in and practice the principles of customer service.
- Develops the skills to deliver good customer care, meet customer needs and effectively deal with customer complaints.
- Leads to an understanding of the role of customer service in organisational effectiveness.
- Details Irish consumer legislation throughout and includes the rights of the individual where relevant.
- Guides the student through the preparation and implementation of a customer care plan.
- Includes sample Level 5 exam papers, general exam questions and exercises.
Written For:
Any course where FETAC Level 5 Customer Service or Level 6 Customer Care is a module.
Updated edition of this popular text introducing the
fundamental principles and concepts of customer
service and presenting them in an Irish context.
New to this edition:
DX Ireland customer service case study
The impact of technology on customer service
The value of nurturing customer trust and loyalty.
Role play guidelines and exercises prompt students to
engage in and practice the principles of customer service.
Develops the skills to deliver good customer care, meet
customer needs and effectively deal with customer
complaints.
Leads to an understanding of the role of customer service
in organisational effectiveness.
Details Irish consumer legislation throughout and includes
the rights of the individual where relevant.
Guides the student through the preparation and
implementation of a customer care plan.
Includes sample Level 5 exam papers, general exam
questions and exercises.
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