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Customer Service in Ireland

Customer Service in Ireland

Suzanne Twomey

Availability: In stock

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$41.60

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.

Additional Information

Author Suzanne Twomey
Publisher Gill Books
Publication date 17 Feb 2012
Format Paperback
ISBN/EAN 9780717152605

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