Updated edition of this popular text introducing the fundamental principles and concepts of customer service and presenting them in an Irish context.
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New to this edition:
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DX Ireland customer service case study
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The impact of technology on customer service
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The value of nurturing customer trust and loyalty.
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Role play guidelines and exercises prompt students to engage in and practise the principles of customer service.
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Develops the skills to deliver good customer care, meet customer needs and effectively deal with customer complaints.
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Leads to an understanding of the role of customer service in organisational effectiveness.
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Presents Irish consumer legislation throughout and includes the rights of the individual where relevant.
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Guides the student through the preparation and implementation of a customer care plan.
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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.