| Title : | Customer service in Ireland | | Material Type: | printed text | | Authors: | Suzanne Twomey, Author | | Edition statement: | 3rd Edition | | Publisher: | Dublin : Gill & Macmillan | | Publication Date: | 2012 | | Pagination: | viii, 292 p. | | Layout: | ill (b & w) | | ISBN (or other code): | 978-0-7171-5260-5 | | Class number: | 658.812 | | Abstract: | New to this edition: DX Ireland customer service case study, the impact of technology, the value of nurturing customertrust and loyalty. Role play gidelines and exercises prompt students to engage in and practice 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. | | Contents note: | Chapter 1: The customer is your business, Chapter 2: Communications, Chapter 3: On the telephone, Chapter 4: Teamwork, Chapter 5: Quality Service, Chapter 6: Market Research, Chapter 7: Case Study - Ford, Chapter 8: Dealing with difference, Chapter 9: Consumer Legislation, Chapter 10: Preparing a customer care programme, Chapter 11: Customer Care Programme Case Study - DX Ireland, Chapter 12: Customer Service and Technology, Appendices, Bibliography |
Customer service in Ireland [printed text] / Suzanne Twomey, Author . - 3rd Edition . - Dublin : Gill & Macmillan, 2012 . - viii, 292 p. : ill (b & w). ISBN : 978-0-7171-5260-5 | Class number: | 658.812 | | Abstract: | New to this edition: DX Ireland customer service case study, the impact of technology, the value of nurturing customertrust and loyalty. Role play gidelines and exercises prompt students to engage in and practice 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. | | Contents note: | Chapter 1: The customer is your business, Chapter 2: Communications, Chapter 3: On the telephone, Chapter 4: Teamwork, Chapter 5: Quality Service, Chapter 6: Market Research, Chapter 7: Case Study - Ford, Chapter 8: Dealing with difference, Chapter 9: Consumer Legislation, Chapter 10: Preparing a customer care programme, Chapter 11: Customer Care Programme Case Study - DX Ireland, Chapter 12: Customer Service and Technology, Appendices, Bibliography |
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Customer service in Ireland
