For a company determined to stay ahead of its competitors, quality customer care should be one of its top priorities. This package has been designed specifically for trainers running courses for staff in daily contact with customers. It contains a host of lively exercises to hone individuals' skills in all the key areas. The package includes exercises on the skills needed for face-to-face contact and on the telephone. The package is suitable for use within all industry or service sector organizations. This participant's guide contains all that the participant needs to gain maximum benefit from the course, including details of the scope of the course, notes to topics discussed, exercises and case studies, and work and action sheets. Among the issues covered in the package materials are: how to present a positive image of the company, how to convey clear product/service knowledge, how to handle complaints and how to work with all other departments within an organization to ensure quality customer care is provided.
- ISBN10 0749409274
- ISBN13 9780749409272
- Publish Date 2 March 1993
- Publish Status Out of Print
- Out of Print 21 January 2005
- Publish Country GB
- Imprint Kogan Page Ltd
- Format Paperback
- Pages 50
- Language English