ISBN : 976-610-566-9
Publisher : Customer Service Academy of Jamaica Limited
Format : Paper; 204-Paper
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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.
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