Best Practice Guide For Customer Service Professionals

By Stephanie E Edwards

$19.95 USD

All the knowledge and skills needed to deliver excellent customer service.

This incredibly comprehensive 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.

Although this book has been written with UK Customer Service professionals in mind, customer service is pretty much the same the world over.
Key Features of the guide:
 
• 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
 
Based on the UK’s National Occupational Standards for Customer Service, you can’t go past this stimulating and in depth guide on the best practice for customer service professionals. 
 
Today’s customers want more than just customer care, they want outstanding professionals who meet their high expectations on a regular basis.
 
This practical guide shows you how to do just that; how to improve your knowledge and skills to produce excellent customer service consistently. It covers 9 modules and can be used as a self-paced learning guide, or a process that could be used with a team or department of people directly involved in front-line customer service. The 9 modules come complete with learning outcomes and self-assessment questionnaires covering:
 
1)     The basic concepts of customer service

2)     How to develop relationships with customers

3)     Customer service in different organisations

4)     Matching features and benefits

5)     How to communicate effectively

6)     How to deliver service excellence through teamwork

7)     The need to create systems for delivering service excellence

8)     The laws and codes of practice for customer service

9)     The You factor

The interactive guide aims to motivate you and your staff with helpful explanations, activities, self-assessments and examples. It will enable you to put theory into practice by involving your very own customers.

$19.95USD

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Best Practice Guide For Customer Service Professionals

By Stephanie E Edwards

$19.95 USD

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