Quality Customer Care For the Caribbean

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.