Description

ISBN: 9780717152605

Published: 2012

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 studyThe impact of technology on customer serviceThe 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.