First class customer service Series

First Class Customer Service

Published November 1996

The "First Class Customer Service" series is for those organizations wishing to encourage staff to take on personal responsibility for problem solving as part of their work towards a particular quality standard. Practically focused and drawing on everyday experiences, the series provides all the knowledge and understanding, as well as practical workplace activities to support those who are working towards the Customer Service S/NVQ Level 2. The series covers the 15 key areas of customer service where continuous improvement is a requisite for achieving this goal. Open learning materials are used to help develop staff and deliver training in a more flexible, targeted and cost-effective way. This workbook contains practical study advice and introductory activities that should provide useful background and ideas for the user. The portfolio activities are designed to demonstrate the knowledge and understanding gained from the five workbooks in the series.