The Best Practice Guide for Customer Service Professionals is for people who work at the customer interface. It covers the knowledge, understanding and skills needed to become a customer service professional. The book provides a stimulating blend of information, ideas and activities. Ideal for NVQ assessors and Customer Service Managers.
Key Features:
• Clear definitions of customer service terms
• Complete guide for employees in customer service
• Innovative ideas on how to deliver excellence in customer service
• Ideal for both classroom activity and independent study
• Plenty of practical, work related activities and self assessments
• Mapped to the 2006 National Occupational Standards for Customer Service Level 2
• Suitable for those undertaking an Apprenticeship in Customer Service
This 2nd Edition of the Best Practice Guide has been updated to meet all the knowledge requirements of the U.K’s 2006 National Occupational Standards for Customer Service.
Author Stephanie Edwards is Director of Customer 1st International and Subject Matter Expert for Customer Service in the UK
