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