Quality Customer Care for the Caribbean
- ISBN: 976-610-566-9
- Release Date: September 2003
- Publisher: Customer Service Academy of Jamaica
- Format: Paper; 193-Paper
Description
Quality Customer Care for the Caribbean is written especially for tertiary students in the Caribbean; and for managers, supervisors, and line employees in the public and private sector. It is also essential reading for all those people who are interested in knowing about customer service. Eleven major topics in customer service are covered throughout the book. Numerous exercises are to be found throughout the book.
This 193-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.