PublisherCustomer  Service Academy of Jamaica Limited
FormatPaper; 204-pp




Quality Customer Care For the Caribbean  is written specially for tertiary students in the Caribbean;  and for managers, supervisors and line employees in the  public and private sector.

This 204-page book consists of eleven chapters:

Chapter 1: Principles of Quality Customer Care

Chapter 2 : Knowing the Customer

Chapter 3: Attitudes and Habits and their Effects on Service

Chapter 4: Dealing with Difficult Customers

Chapter 5: Enhancing Customer Value

Chapter 6: Mastering the Art of Listening

Chapter 7: Projecting a Professional Image

Chapter 8: Projecting Professionalism on the phone

Chapter 9: Teamwork

Chapter 10: Building Customer Loyalty

Chapter 11: Best Practices in Customer Service - Examples  from the Caribbean and the U.S.

Numerous exercises are to be found throughout the book.