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.

   
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  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.