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.
Any course where FETAC Level 5 Customer Service or Level 6 Customer Care is a module.
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.