Description
This new edition demystifies the underlying concepts of Customer Service and presents them within an Irish context. It contains a chapter on vital up-to-date Irish consumer legislation.
Role play guidelines & practical exercises prompt students to engage in and practise the principles of Customer Service
Guides the student through the preparation of a customer care plan
Presents a detailed case study on Sunworld’s customer care plan
Assignments and practice questions are provided at the end of each chapter
Includes sample Level 5 exam papers
Written for students studying Customer Service at FETAC Levels 5 and 6 in: Business Studies Secretarial & Bilingual Security Studies Security Systems Technology Hairdressing Tourism/Hospitality Sport & Recreation Marketing Retail Studies
Also suitable for students undertaking any course with a Customer Care element

Author Biography
Suzanne Twomey, BA, HDip, teaches English, Communications and Customer Care at the Cork College of Commerce. She is an experienced external examiner with FETAC

Table of Contents
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
Chapter 8: Dealing with Difference
Chapter 9: Consumer Legislation
Chapter 10: Preparing a Customer Programme