Role play guidelines and practical exercises prompt students to engage in and practise the principles of Customer Service. This book guides the student through the preparation of a customer care plan. It presents a detailed case study on Sunworld's customer care plan.

Assignments and practice questions are provided at the end of each chapter. It includes sample Level 5 exam papers. Written for students studying Customer Service at FETAC Levels 5 and 6 in: Business Studies Secretarial & Bilingual, this book covers: Security Studies; Security Systems Technology; Hairdressing; Tourism/Hospitality; Sport & Recreation; Marketing; and, Retail Studies.

This title is also suitable for students undertaking any course with a Customer Care element.