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 practise 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.

   

• Presents 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 FETAC 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.