Customer Service in Ireland

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.

€32.99 VAT Inc.
Temporarily unavailable

ISBN

9780717152605

Publication Date

February 2012

Language(s)

English

Format

Paperback, 304 pages

Country of Origin

IRELAND

Publisher

Gill Education

Dimensions

245 x 175 mm

Author(s)

By Suzanne Twomey

Availability

Available

Availability Status

Temporarily unavailable

Suzanne Twomey, BA, HDE, is a department head and teaches English, Communications and Customer Care at the Cork College of Commerce. She is an experienced external
examiner with FETAC.

€32.99 VAT Inc.
Temporarily unavailable
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